The document proposes redesigning a company's culture and communication training (CCT) curriculum to improve agent performance. It analyzes factors impacting effectiveness like recruitment, trainers, agents, and operations. The proposed redesigned curriculum is call-centric, program-specific, and customizable. It is structured around call flows and uses role-playing, self-paced learning, and evaluation to provide a flexible, realistic and performance-based approach.

1. Culture and Communication Training Transformation A learner centric approach to curriculum design

4. Click each orange highlight to see analysis findings. Click here for next section (Analysis to Design.) Analysis Findings

10. Analysis to Design Current Challenges Design Recommendations No direct transition of knowledge imparted in CCT to skill set required by agent on the floor Call Flow-based curriculum design Introduce caller personas to create cultural and situational realism Limited practice of mock calls Role Play backbone to increase practice of mock calls in the context of the vertical/ program ‘ One size fits all’ approach to address different learner needs Self-paced Learning Built-in flexibility for focused attention to specific learner needs within a batch Concept Library to re-enforce knowledge ‘ One size fits all’ approach to address different program needs Concept Library to re-enforce knowledge Integrating knowledge topics in the context of a call-flow based curriculum Integrate program-specific role-plays, word/ phrase list Agents unable to understand and respond to customer queries Increase Call recordings , Call debrief to analyze good and bad calls Agents unable to handle irate customers Introduce caller persona to create cultural and situational realism Agents unable to multitask between listening to customer, using applications and responding to customer query Active listening and multitasking through listen and type exercise

12. Redesigned CCT Curriculum: Approach “ Calls are People . People have a spectrum of issues. The solution depends on the context. ” You can provide a solution. 4. Agents provide a solution within the context 3. Conversation happens within a context (programs supported by agents) 2. Customers inform agents of their issues 6. Customer Experiences drive Customer Satisfaction Ratings 5. Conversations influence customer experience 1. Agents and customers converse via telephone

16. Comparison of Current CCT Curriculum to Redesigned Curriculum Training components Current CCT Proposed CCT Clearly identified learning outcomes   Topics and lessons mapped directly to job competencies   Customized for all lines of business   Comprehensive grammar and pronunciation lessons   Multi-tasking practice   Comprehensive Customer Service practice   Multiple role play opportunities   Self-paced Learning modules  

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22. Current CCT Training Theoretical Not performance based Lack of practice Does not meet specific program needs Cannot be customized based on specific student needs Not connected to what agents do on the floor Compartmentalized and not flexible

23. Proposed CCT Training Performance based practice Flexible Context specific (programs/ verticals) Context specific (PST) Call centric Knowledge based Realistic Customizable (student needs /verticals) Maps to job competencies