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Seb Anthony

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new system training


I currently work in two departments for my company and have to travel to Middlesbrough for periods at a time to train at a seperate call centre. They are about to input a new system in this centre and I only have a short period of time to devise a training procedure for it.

However this new system is alot more complex than the current one and several of the CCO's on the floor are very 'set in their ways' and found it very difficult getting to grips with the first system, I'm unsure how to approach these particular team members as I have already had alot of problems and resistance in coaching sessions.

Considering they will find this very difficult to adapt too does anyone have any tips on what might be the best way to approach it. They will be training in groups of 3, and it must be done within the month.

I was contemplating visual aids. Mapping out the functions of the system visually before breaching the system...?

Contact Centre Training
LVG ltd.
Hawys Jones

One Response

  1. Keep it Simple
    I wouldn’t talk about the functionality of the system before I start – it’s a good way to confuse people…

    I’d go for mapping their existing tasks/processes to the new functionality and then train to concrete examples of – “this is what you do”, “this is how you will do it” – with lots of room for practice and repetition.

    Don’t show them confusing process maps, don’t show them diagrams of system interaction, definitely don’t train from PowerPoint… just focus on how they will do their jobs using the new system.

    If you keep it simple, it should be simple for them to learn.

    Exercises of having them map their tasks to the keystrokes/mouse clicks are more valuable – getting them to write things down is a valuable memory aid.

    And make sure your User Guide/Training Manual for delegates follows the same structure. How do I do this? Oh, like that.

    The worst systems courses always focus on system interaction, who the system manufacturer/developer is, how much the company spent, how easy it will make people’s lives. Essentially trying to sell the benefits as though people had any choice in adopting it once it’s reached this stage.


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