(Campbell CA, 9/26/17)-- Today Clarity Consultants, the leading provider of corporate learning and development consultants, announces that a Fortune 500 financial services firm in the Midwestern U.S. has created a curriculum for new hires in their call center operations with the help and experience of Clarity Consultants.
Clarity’s client is well-regarded as a great place to work, with a very positive and collaborative team atmosphere. The decision to internalize call center operations posed a challenge, as the client had one expert trainer, but no formalized curriculum to structure the five-week course. As new hires, students had to learn not only the financial products and how to handle different types of calls, but also the technical infrastructure which included many different computer systems and software programs. The lack of an organized curriculum led to gaps in employee skill sets, hampering call center operations and causing disharmony between the operations and training sides of the business.
“Clarity’s consultant has been a phenomenal partner on this project,” said the client. “She did a fantastic job of keeping me in the loop of progress, collaborating with my team and our business partners, and delivering a professional program that I am excited to use going forward. She also did a nice job of providing tools for us to leverage for other programs.”
Clarity’s consultant brought considerable experience in organization development and learning management, and hands-on experience delivering Instructor-led Training. Crucial to success were several factors:
Building and reinforcing relationships between the subject matter experts in training, systems infrastructure, and call center operations management
- Formalizing the training with a written, structured curriculum that included engaging PowerPoint slides, hands-on exercises, and student assessment activities
- Creating a modular curriculum that could be easily expanded or modified as new technologies or processes were added to the business
- Enabling other trainers to successfully deliver the training to ensure business continuity
“I’ve never worked in such a collaborative environment,” says Clarity's consultant. “People went out of their way to support each other. Each of the trainers had one another’s backs–stepping in, helping out and always speaking positively of one another.”
To learn how Clarity Consultants can help your company develop an onboarding program, visit: clarityconsultants.com.