Scenario-Based Learning for Contact Centre Training
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 is Britain’s most recommended high street bank, and it’s not hard to see why. As well as being committed to providing products and services of the highest standards, TSB takes extra good care of its customers and takes all complaints VERY seriously.
Comprehensive complaints handling training for TSB’s contact centre staff was essential to ensure that any grumbles were resolved quickly and quietly.
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”).
They also wanted their contact centre staff to appreciate what it felt like to be the disgruntled person on the other end of the line, so that staff could empathise with the customer and ultimately improve the way that they handled calls.
With those requirements in mind, roleplay seemed like the most effective solution. But everyone hates roleplay, right? Our challenge was to develop an e-learning roleplay solution that wouldn’t strike dread into the hearts of our learners.
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.
To begin, trainees choose an avatar and enter a virtual lobby. Here they are paired randomly with another learner on their course; the two are then connected over the phone, and the call commences.
The learner playing the advisor practices their customer service skills by talking with the “customer” while investigating and resolving their enquiry. The learner playing the caller gains a valuable insight into the customer complaint experience.
To give the training as much realism as possible, we created a mirror-image of TSB’s complaint handling software and simulations of other systems they would need to reference to resolve the complaint.
We also used our Dynamic Data to generate realistic examples of when, why and how customers complain, creating a true-to-life experience for our learners.
The best part for the learner is that nobody is watching them, which we can probably all agree is far less embarrassing and takes the awkwardness out of roleplay.
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.
The client verdict
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!”
TSB TRAINING SESSION
Sunderland / November 2016