3 Responses

1. Learning, learning, learning
   As a freelance call centre trainer I’ve written and delivered several inductions at various types of call centre to differing ages. You dont specify the reason for the redesign so I’m going to have to guess that maybe the existing format is tired or you have been asked to jazz it up without justification.
   Several thoughts occur to me,
   these are the same for any training intervention.

   1. Are the learning objectives being achieved? This is down to an adequate TNA, design and delivery and should be the main focus of the reasoning behind any redesign.

   2. Picking up from point 1. Is it appropriate for the audience? Older CSP’s sometimes don’t want wacky, zippy charging around, zany learning methods.
   If learning objectives aren’t being met, then ask why? Is it too long (use more visuals) for boring lengthy things and don’t read out unnecessary things, give hand outs to read at leisure, do a tour.

   3.What do the happy sheets say about the induction.? Too long, uninteresting, less talk more info etc etc.

   With retention being a massive priority in call centres and many staff having worked elsewhere most staff will have seen it all before and will appreciate it more if it is relevant, hits them at their level and is to the point and concise. Its pay and conditions, perks, bonuses and management culture that have a bigger impact on staff and their motivation long term rather than a cutting edge induction.
   If from all of the above you deduce that there is no problem with your existing induction then do you need to be creative and exciting? Learning is what counts, it doesn’t always need to be creative and exciting to reach its maximum potential, 20 quiet minutes with a manual can have the same effect.

   Feel free to email me if you need further info.

2. Use quiz show formats
   I have recently reviewed my induction course. As it is for new people and I want them to have some fun and not bombard them with too much information.

   I always start with easy to answer questions in the style of ‘Runaround’
   Using displayed questions I ask each person to choose either ABCor D to an a question. They then have to move to the relevant corner of the room depending on what they think the answer is.

   Its quite fun and the questions can be easy’ish. I have one questions that goes like, ‘What time are the front main doors locked’. New staff wouldn’t know the answer but the quiz helps them remember it.

   I also do reviews of the day (or session) in a quiz format. To date I have ‘Blockbusters’ and ‘Family Fortunes’ all revamped to be course friendly.

   You can even download the music from http://tomay.users.btopenworld.com/
   to make it even more memorable.

   Good luck and I hope this helps.

3. Re: Induction Training
   Gwen…
   Just completed an induction where we used some experiential and multisensory learning techniques that were added to the basic induction plan to make it ‘different, exciting & creative’. Examples include: Using music as a learning tool, self-facilitated learning and communicating their learning through art. Feel free to mail me for a chat and I’d be happy to share! Otherwise, Good Luck…
   Kate.