Transforming Global Culture & Communication Training

We Took the Plunge… Does voice & accent impact the customer experience What are the best practices from outside organizations Can we improve effectiveness & efficiency

External Benchmarking We Jumped in with Both Feet… Classroom Observations Voice of the Customer Analysis CCP Focus Groups External Benchmarking

…And Got a Laundry List of Recommendations Accent gap is bad Accent and culture gaps guarantees dissatisfaction Not well documented Long, repetitive lessons Language components taught by specialist Most companies have Voice and Accent Training Most train Culture the way we did Some had desktop tools and remedial training More relevant Info Less Trivia More access to news More Practice with accents More exposure to US voice

Consistent- Documented, consistent messages at all touch points We Went Out on a Limb … Relevant Immersive Embedded Consistent Key Themes Immersive - Experiential & Simulated Learning tools that allow CCAs to apply Relationship Care skills in real call scenarios Relevant - Content applicable to the core job and scenarios addressed common call types Embedded - Communication and Culture elements embedded in the learning and BAU environments & coached by all Leaders Consistent- Documented, consistent messages at all touch points

We Buttoned Up Our Training… Revised, Integrated and streamlined training Introduction of an immersive game Use of Call Simulations with different accents Call libraries added for exposure to call types and the US voice Relevant Immersive Embedded Consistent Key Themes More Details on financial transactions Documented all training being delivered Less word repetition, less phonetic work WBTs developed for understanding of culture

We Rolled the Dice…

We’re Not Out of the Woods Yet… Reduced Training by 1+Week New Template for other Markets Business Scenario Reusability Accent Portion can be further shortened Need Flexibility to expand/contract based on learner knowledge Training & Certification for LS team is essential Desktop Tools need to be developed for meaningful, timely and relevant interactions Understanding Sarcasm & continuous examples of American Interactions is critical