1. OneClick™
Product eBills Training
SEPS 788/888
Barbie Miller
Larry Weas
Chris Piazza
Beth Vipperman

2. Instructional Scenario Description

3. Instructional Need
• eBill is a new feature being releases within OneClick™ product.
Call center employees must be trained to use this feature in
order to properly assist customer/clients.
• Training is fit for both the expertise and the novice.
• By the end of training call center employees will be able to
effectively and efficiently assist customers manage their bill
pay accounts.

4. Learner Audience
• Call Center Employees at iPay Solutions.
• Novice/Expert client support at iPay Solutions.

5. Why is the training needed?
• Support customers/clients with the eBill process.
Demographic Characteristics
• Training is not tailored in any way to any demographic
characteristics regarding age, learners are multi-generational.

6. Instructional Context
• Training is for call center employees.
• Training will be delivered in house to individual employees via
e-Learning modules on the company LMS.
• Management has asked for this specific training.
• Management has asked that this training be delivered in an
online format on individual employee basis.

7. Desired Learning Outcomes
• Upon successful completion the learner will be able to:
• Identify eBill statues and how they affect subscribers.
• Demonstrate eBill functions in a subscribers bill pay
account.
• File eBill and view payment history.
• Set up and manage AutoPay for eBill payees.
• Demonstrate proficiency using operating procedures with
90% accuracy.

8. Instructional Strategies Description

9. eLearning Module
Learning Process
1
2
3
Introduction to Course
Objectives
Start Page
Learning Objectives
Knowledge-Based Content
4
Show Me How!5
6 Guide Me!
7 Quiz
Me!

10. Presenting
• New Information presented via e-learning via company LMS
• Modules in Power Point format
• Five Modules each contains
• Show Me (informational visual video) section
• Guide Me (practice using a demo of the real website)
• Quiz Me (learners are asked real world, problem based
questions, authentic assessment versus traditional)

11. Active Practice Opportunities
• The “guide me” section will give learners an opportunity to
navigate the features and practice on a demo of the eBill web
site. (This is an exact replica of the live site.)

12. Feedback and Guidance to the Learner
• Quizzes on modules 2-5 must be passed to go on to next
module.
• If not passed on 2nd
attempt , sent back to review module
and quizzed again.
• Cumulative Exam which must be passed with 90%
accuracy.
• Complete survey before printing completion certificate.

13. Feedback and Guidance to the Learner
• Follow up Survey
• Role playing with Management.
• Provide feedback on the role playing.
• End of Training Survey
• SurveyMonkey – 10 free questions.
• 2 questions per module.
• Feedback will allow designer to make changes per module
if needed.

14. Assessing Learning
• Clients will evaluate their experience with the level of
knowledge and assistance provided by call center employee.
• Call center calls will be recorded and reviewed to determine
learner mastery.
• At the end of training a printable certificate for completing
course, all quizzes and final survey.

16. Instruction
• Guide instruction not discovery instruction.
• Problem-based instruction will be used in the quiz to include
real world scenario questions.
• Authentic Assessment.
• Learners will be guided through each module.
• Each module must be completed successfully prior to moving
on to next module.

17. Instructional Media to Facilitate
Instruction

18. Media and Technology
• Captivate Software
• Microsoft PowerPoint
• Company LMS
• SurveyMonkey

19. Storyboard Design: Content and Concepts
• Introduction to eBill (Animated)
• eBill Functionality (Animated) (Interaction: See & Do demonstration)
 Set up eBill
 eBill Due
 Troubleshooting eBill
• File eBill (Animated) (Interaction: See & Do demonstration)
• eBill History (Payment History) (Animated) (Interaction: See & Do
demonstration)
• AutoPay (Animated) (Interaction: See & Do demonstration)

20. Instructional Evaluation and
Improvement

21. Evaluation and Improvement
• Efficiency
• Employees take training at station = no lost productivity.
• Due to the frequency of new releases that call center
employees must be trained on, e-learning is more efficient
than classroom instruction.

22. Evaluation and Improvement
• Cost / Benefits
• Employees can complete training as they have down time.
Training modules can be completed in stages and does
not have to be completed all at once.
• e-learning modules benefit employees by being more
hands on than traditional classroom training. Modules are
user friendly and include animation for some
entertainment value.

23. Evaluation and Improvement
• Satisfaction
• Unknown
• Meeting all objectives
• Same benefits as in class training

24. DemoDemo

25. QuestionsQuestions