E-learning company, SmartForce, has released a "content pack" targeted at corporate call centre or "contact centre" online education.
Dubbed the Contact Centre Solution Set (CCSS), it is designed to help users to enhance the sales process within the contact centre environment, from a number of perspectives.
Paul Johnson, general manager of SmartForce Africa, says a key feature of the CCSS is custom role-play simulations built around specific call scenarios.
"They enable students to build and test their knowledge and skills by interacting with a realistic simulation of a business scenario. In these game-like simulations, students interact with virtual characters and consult a wide variety of resources to achieve a series of goals."
He says the CCSS is comprehensive in terms of its coverage. "From a `Welcome and Introduction` module, the programme covers company products and policies - including contextual terminology, competitive sales scenarios, corporate procedures and in-house conventions.
"The programme is fully customised to train call centre agents on policies and specific to the customer`s contact centre, including its mission, code of ethics, reporting structure, escalation procedures, quality of service metrics and specific call, e-mail and chat procedures.
"There are also modules designed to train agents to navigate, retrieve and use archived information while interfacing with a customer relationship management (CRM) system," he adds.
Learning sessions are up to one hour in duration and come in the form of Word, PowerPoint or PDF formatted documents.
The CCSS also comprises a series of "live" seminars - virtual classroom events in which experts speak directly to the learner using a combination of video, audio, interactive slides and text messaging facilities.
Johnson says these seminars are central to the success of the CCSS programme. "They begin with a video of a chosen expert in discussion with an interviewer. They can be followed by a question-and-answer session, which includes questions submitted by the audience. Seminars are available in live format and can be archived for one year," he explains.
"Workshops are also an important element in the e-learning process," he adds. "We host virtual classroom events in which an expert practitioner provides learners with hands-on training. They can include demonstrations of live software applications, presentation slides, whiteboard activities, Web tours and video broadcasts."
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