1. Transforming Global Culture & Communication Training

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

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

4. …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

5. 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

6. 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

7. We Rolled the Dice…

8. 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