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Scenario-Based Learning for Contact Centre Training
When TSB wanted to improve their contact centre training, they brought in the Day One team to create true to life elearning scenarios with eRoleplay.
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Complaints handling with eRoleplay
Contact centre staff need to demonstrate a range of knowledge and skills to give customers a positive experience during complaints handling: effective listening; a high level of subject matter expertise; empathy; and a fast resolution of the issue.
TSB wanted a new resolving customer complaints course for its contact centre staff. It needed to include both soft skills (eg “listening to the customer”) and product/system knowledge (eg “logging the complaint correctly”).
The Can Do
What we came up with was a unique eroleplay system where learners play as either the advisor or the customer, enabling them to see both sides of the interaction.
TSB loves the ‘learning by doing’ method of training, so our eroleplay solution was right up their street. By giving employees a realistic opportunity to verbalise, listen, empathise, influence and reflect, TSB has significantly improved the quality of its complaint resolution service for even more happy customers.
Here are some of the nice things they said about us.
“It shows you the different sort of people you’ll encounter and how you’d react to different sort of people.”
“It lets you use the systems as the same time as talking to people.”
“I felt like it was pulling together everything we’ve learnt so far.”
“I felt I was really getting into the flow of the conversation.”
“It let me get used to the unknown.”
“Well I feel like I can actually do it now!”
Help with contact centre elearning? Can Do
Whatever your training requirements, the Day One can deliver on them with a bespoke solution.
Want to learn more? Contact us for an informal discussion about your needs.
See how we develop Call Centre Training for clients in any sector.