Induction Training

CLIENT: Financial Services Sector: a TNA revealed shortcomings in the induction programme ... core elements ... modular approach ... customer-based scenarios.

It was felt that the newly appointed Sales and Service advisors at a contact centre could be more confident and competent in their role. A training needs analysis (TNA) revealed shortcomings in the induction programme. The programme needed to be redesigned in line with the findings of the TNA.

By taking a modular approach to the design of the induction programme, members of the Hiltrain team were able to incorporate effective elements of the existing training.

To focus attention on the core elements of sales and service, we moved this part of the training nearer the beginning of the induction programme. Trainees would learn the aims of their job role before they learned about the systems that helped them to implement these aims.

Next we redesigned the technical training element. By developing customer-based scenarios we helped the trainees to understand how the system provided the tools for carrying out the sales and service role that they had become familiar with. The scenarios built up into a complete reference manual.

As a result of the redesigned programme, new advisors have appropriate customer and product knowledge, a better understanding of their role and well-founded confidence in their ability to carry it out.