Application Tutorial for Standard Chartered Bank

Call Center Application Tutorial for Standard Chartered Bank Designed by Kern Learning Solutions

Overview
Standard Chartered Bank migrated its call center application from the legacy system to a web-based one-screen application.
The call center application was designed by Kern Usability and Innovation team. SCB wanted a self-paced online tutorial to train its customer service officers (CSOs) about the new C1S application.

Who are the Learners?
Average age 25-35 years, average computer and Internet experience 10 years, 0.5 to 6 years at SCB
Good understanding of call center processes
Usual process training in a classroom mode
Depend a lot on personal memory to retrieve info
Training on the new single screen app (C1S)
Need to know about the fields and tabs of C1S to perform the tasks
Training Needs

What were the Challenges for Kern?
Obtain information from multiple SMEs, who were very busy with training and implementation
Restricted access to live application. Access to C1S application in UAT environment, so dynamic changes in screens and fields Learners using online training for the first time Learners new to C1S application SCB wanted reduction in training time Task and scenario-based approach Show and try approach SME walkthrough and Learner testing 1 2 3

How Did we Go About This? Research Understand needs motivations of learners, stakeholders, SMEs Design Instructional approach to map to learners & stakeholder needs Implement SCORM version on Saba & offline version on Intranet
Methods
Personal interviews
Contextual Inquiry
Observation
Job shadowing
Findings
Noted typical scenarios that learners encounter during their interaction with customers
Learning Strategies
Used task-based scenarios to teach process steps.
Easy to learn about application fields and tabs in context of scenarios.
Practice screens and test screens for easy recap and recall
Test Tested with sample size of 10 learners and 3 SMEs
Outcome
Plugged learnability and usability issues
Valuable SME inputs
For example, we had used ‘tagging a call’. Trainers pointed out that ‘marking a call’ was a commonly-used term
Learning Strategies
Trainers used an offline version on local Intranet
L&D department ran the SCORM version on their Saba LMS

Task-based approach to learn about various fields and tabs of C1S application
Quick Preview of the Tutorial

Program has 3 tutorials
Quick Preview of the Tutorial Each tutorial has 4 modules

What are the Key Strategies Used?
CYU (Check your understanding) at the end of each module to recap and refresh learning

End of each task video, a screen summarizes the steps involved in completing the task

Screen shots were used to teach tasks with less than three steps

Results of the Tutorial
Learners found it interesting to learn about fields and tabs of C1S while resolving each task-based scenario
Reduced training time from 27 days to just 7 days The application tutorial helped learners practice performing the steps for various tasks Saving in training time Increase in productivity High learner motivation 1 2 3

Client Feedback
“ This is very compact and handy. We can refer to it easily as and when we need to check any step in the process.”
Nithya (Learner)
Cards, Customer Service Officer
“ This complements the classroom training very well. CSOs are loving it. Good part is that it cuts down training time by almost one-fourth.”
Nigel S (Trainer)
Service Training CB Academy
Standard Chartered Bank

Contact Us
For
Training Needs Analysis
Contextual Inquiry
Instructional Design
Classroom Training Programs
eLearning Programs
Blended Programs
Program Effectiveness Evaluation
Kern Learning Solutions Pvt. Ltd. 210 B, Swapnalok Complex Sarojini Devi Road Secunderabad 500 003 India +91 4040171313 [email_address] www.kern-comm.com http://elearning.kern-comm.com

Application Tutorial for Standard Chartered Bank

by Kern Learning Solution on Aug 30, 2010

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