Professional Documents
Culture Documents
for Team 3
March 20, 2016
Analysis Methods
After receiving approval, T3I conducted research to identify potential solutions
for PJ Enterprises:
Survey conducted of telephone operators to understand the jobs, duties and tasks of the operators
along with overall job satisfaction, training and product knowledge.
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Interviews were held with Management personnel to understand key initiatives, strategic direction
and challenges.
Employee demographics
T3I gathered and evaluated data with respect to the following areas:
o
Observations were conducted by T3I to document telephone operators work flow, time management
skills, soft skills and product knowledge.
o Identify recurring factors for employees leaving PJ Enterprises by
reviewing exit interview responses.
o Records on the on-boarding process and initial training new associates
receive.
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Employee demographics
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Customer interactions
Phone etiquette
Product knowledge
Environment
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The above chart represents the findings from the observation of the phone calls
demonstrating the need for increased customer service training and the
implementation of a searchable catalog database for TOs.
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Finding
Difficulty in obtaining product
information from systems when
needed Order entry and
information systems do not
communicate. Order entry system
can be slow at times. This leads to
increased call time and frustration
for consumers as they wait for
agents to find information.
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Need
Recommended Solution
Integration of product
information and order entry
systems. - Allowing the Simply
Order system to import product
information in response to order
entry/search. This gives immediate
access to products a customer is
interested in without extended hold
times. Implement an electronic,
searchable document that is
accessible to the TOs to bridge the
gap. Work with IT on
implementation of the new
SimplyOrder system to ensure it
comes loaded with product
information. This will reduce agent
learning curve.
Finding
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Need
Recommended Solution
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Finding
Need
Recommended Solution
Finding
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Need
Recommended Solution
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Finding
Need
Recommended Solution
Responsibilities should be
understood and reinforced.
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Finding
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Need
Recommended Solution
Job-relevant information is
communicated to all staff.
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Finding
Need
Recommended Solution
Evaluate current call processing
expectations Based on historical
records, track call processing
metrics to see how they vary over
time, season, day of the week, etc.
Set staffing levels as appropriate.
Revisit these standards every 6
months as improvements are made
or business needs change.
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Solution
Description
Develop comprehensive
training program for TOs.
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Evaluation plan
The Kirkpatrick/Phillips model will be used to evaluate training:
Level 1 (Reaction): Post-training evaluations will be used to measure learner
reactions to training. Evaluations will measure satisfaction with training content,
materials, delivery, and venue. This will give the team insight into how well the
training was received by our audience.
Level 2 (Learning): Pre-test and post-test assessments will be used. Assessments
will be given before and after training intervention. Scores on both assessments
will be compared. Analysis of changes and trends in learner scores will be used
to measure learning transfer. This will give the team insight into what was and
what was not learned, or suggest gaps in training content.
Level 3 (Behavior): Pre-training, 30, 60, 90 day, and 6 month evaluations will be
used to measure change in learner behavior. TOs will be measured using a quality
assurance checklist before training intervention. This new tool will measure
indicators of performance on key metrics to include greeting, courtesy, product
knowledge, and responsiveness to customer needs. These assessments will be
conducted by PJ Enterprises call center supervisors. Follow up evaluations will
be conducted at 30, 60, 90 day, and 6 months post training. Comparison of scores
and analysis of performance trends will be conducted. This will help measure
overall behavioral outcomes and measure if training content has desired
outcomes.
Level 4 (Results): Pre-intervention and 6 months post intervention business
metrics will be compared. T3I will review indicators to include employee
turnover, sales figures, customer complaint numbers, and customer satisfaction
survey data. We will measure the benefits to the business, employees and bottom
line. At 6 months we will review turnover reports, sales reports, and customer
complaint reports and compare with desired outcomes. Analysis of trends will be
conducted. These trends will be compared against the cost of training
development and delivery to help demonstrate the return on investment for PJ
Enterprises.
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develop the items outlined in the Proposed Solutions for Consulting Firm to
Carry Out.
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