SPC Final Business Report - Business Communication

1. Altering the Training Process:
Documenting Calls
Presented for: ABC Pest Control, Inc.
Presented by: Leah Wheeler

2. Overview
 Mock calls need to be implemented into the training
• Why?
– No documentation
creates problems for
current CSR’s
– Looks bad on the
company when they
cannot reference past
conversations
• Recommendation:
– Record mock calls
– Designate area to train
and listen to calls
– Hold training sessions
until all employees
understand the new
process
process.

3. Introduction
Current Training Method
20%
35%
35%
10%
Navigation Calls
Data Input Minor Areas
 Documentation of calls falls
under the minor areas section
 Creates problems when calls
are not thoroughly documented
 Implementing mock calls into
the training process and making
it a major area of training will
create smoother processes for
customer service
representatives

4. The Opportunity
Current Situation
Current Training Method What it should be
Daily
paperwork
and data input
Customer Calls
Minor Areas
Documentation
of Calls
Database System
Training
Customer
Service Training

5. The Opportunity
Key Success Factors
Management needs
to realize the need
for this change
Compliance of re-training
by the
customer service
representatives
Weekly training
sessions consisting of
2-3 mock calls,
increasing each
session
Quarterly training
sessions once initial
training is complete

6. The Opportunity
Analysis of Alternatives
Hire more customer service
representatives
Company Wide Training
Mock Call
Recordings
Automated
answer to
greet and hold
calls
Hire someone
for training
sessions

7. Alternatives Opinion
5%
10%
10%
70%
5%
More Hires
Company-Wide
Training
Training
Investment
Mock Calls
Automated Answer
Survey given to 10 of ABC Pest Control, Inc.’s employees who do not work inside
the office of the choice they would make in this scenario

8. The Opportunity
Strategic Solution Option
Mock Calls
No additional
investment
Office Manager knows
the correct
documentation
process
Current
CSR’s Need Retrained
Mock Calls is the best option to choose

9. Benefits/Risks of Strategic Option
• Set in stone training procedure
• Two-in-one training:
• Mock calls for documentation
• Listening to live calls for insight
Benefits
• Loss in productivity and revenue
during training
• Difficult to change learned ways Risks

10. Final Recommendation
Record the
mock calls
• Create a recording of each
type of call
Office
Manager
listens to
each call
• Used as review for how calls
are currently handled
Use calls
during
training
• Also use as a live call
reference guide
Repeat • Weekly
training

11. Highlighted References
• Current Training Method
Survey given to:
– Holly Schulz
• Analysis of Alternatives
Survey given to:
– James Dean
– John Drago
– Gerimy Tisdale
– Scott Sumner
– William Shepardson
– Chase Niedens
– Darryl Miley
– Jim Wanish
– James Irons
– Joseph Riker