August 17, 2023

Course Kitchen partnered with Partner in Publishing and Learning Tribes (now Foundever) to design blended learning programs tailored for new agents across Sitel Group’s global call centers. Companies such as Groupon, Equifax, and Hewlett Packard implemented these programs to enhance their agents’ customer service skills and improve overall performance metrics.

A Three-Tiered Approach for Groupon’s Call Centers:
In collaboration with on-site leadership in the Philippines, we conducted a comprehensive needs analysis, identified hiring profiles, developed clear learning objectives, and improved training evaluation metrics. The resulting program offered a multi-faceted approach to agent development.

Ingredients of the Training Program:

• Core Skills Development: Effective communication, problem-solving strategies, customer relationship management, and in-depth product knowledge were at the heart of the program.
• Interactive Learning Assets: Over a dozen assets, including decision drills and real-world scenarios, allowed agents to practice and refine their skills in a safe, online environment.
• Blended Delivery: The program combined online modules, virtual classrooms, and on-site workshops to create a cohesive and flexible learning experience.
• Peer Collaboration: Opportunities for peer-to-peer learning encouraged agents to share insights and learn from one another, fostering a sense of community and shared growth.
• Enhanced Metrics: The program’s structure and content were designed to track and improve critical performance indicators, ensuring measurable results for participating organizations.

This blended learning solution empowered new agents with the tools and confidence to deliver exceptional customer service, boosting both individual performance and organizational success.

Let Course Kitchen help your organization create innovative learning solutions that drive meaningful results.