Clients and Sectors > Telecoms
"A blended team of eOrigen and Accenture professionals worked together to develop a bespoke learning solution within an extremely limited timeframe. eOrigen's flexible approach ensured that the end product met both the learning and business objectives that had been set for the content, and was delivered on time and within budget." Laura Thom, Accenture (UK) Limited
The project was focused on improving the knowledge and skills of contact centre staff and then providing them with the opportunity for practice through a simulated environment.
The development used a wide range of media elements and interactions to engage and stimulate the audience, including video, cartoons and audio "war" stories in addition to more conventional eLearning components. The final module was made up of a series of fully interactive simulations that enabled contact centre staff to practice and refine their skills further.
The total "run-time" of the modules is circa six hours and the development was completed in a twelve week period including the provision of basic accessibility support.
Performance Management Bias
- 60 minutes duration
- Address a number of performance biases identified by BT
- Concentrate on behaviours rather than hard and fast rules
- Be scenario based
- Test the learning of those who take the training