T XX XXXXX. Deloitte’s human-centered training approach puts State of Georgia agencies, contact center agents,and callers as the focal point of techniques, tools, and training delivery. Our approach weaves industry leading practices via the application of User Personas, Adult Learning Theory, and role- based training to instructional design and delivery. With our proprietary technology platform, we have already-built accelerator training material to help speed up agent training material development according to the specific needs of diverse agencies. This leads to a quicker turnaroundbetween an agency requesting a hosted contact center and agents on the phones serving customers. Deloitte’s approach includes iterations of the XXXXX (Analyze, Design, Development, Implement, Evaluate) model of instructional design. Each of the XXXXX phases includes activities to enhance thelearning experience of call center agents, supervisors, and stakeholders. The goal of this approach isto ensure agents are prepared for any call or customer that may reach them through the contact center. Additionally, our technology platform has customized training solutions built for rapid user adoption of the tool. The below approach can fit any contact center a State of Georgia agency may need. Figure 11.0 Deloitte XXXXX Training Table 13.0 Deloitte XXXXX Training Phases During the Design phase, Deloitte develops training material templates and outlines tailored to the training needs and learning objectives for each module with the future trainee in mind. We understand that each hosted contact center and agency has unique needs in terms of training delivery mediums. Based on the user personas, we develop the training curriculum content and materials, such as web-based trainings (WBT), virtual or in-person instructor-led training (ILT), role playing exercises, and knowledge articles. In advance of training delivery, we clarify training roles intraining design documents for training activities. We incorporate realistic and relevant scenarios informed by the research we conduct in the Analyze phase with user personas and our knowledge of the contact center operations. Our Deloitte team brings significant experience applying the XXXXX framework to in-person, virtual, and hybrid training environments. We have worked with many states including Texas, California, Nevada, and New York to rapidly stand up contact centers to support unemployment claims, COVID-19 resources, and more. Training programs for con...
T XX XXXXX. With our proprietary technology platform, we have already-built accelerator training material to help speed up agent training material development according to the specific needs of diverse agencies. This leads to a quicker turnaroundbetween an agency requesting a hosted contact center and agents on the phones serving customers. . During the Design phase, Deloitte develops training material templates and outlines tailored to the training needs and learning objectives for each module with the future trainee in mind. We understand that each hosted contact center and agency has unique needs in terms of training delivery mediums. Training programs for contact centers will be able to adapt to the needs of a given State of Georgia agency. Training is often delivered in a hybrid method that blends web-based trainings (WBT) and instructor-led training (ILT). This blended WBT and ILT training approach results in increased levels of engagement by catering to different learning styles, making efficient use of time, and maintaining invaluable face-to-face interaction, particularly during initial implementation, to reinforce knowledgeand provide additional support. Our team uses existing materials as a launching point for customized, client- specific training plans and materials to contribute to a more seamless, enhanced learning experience. We leverage continuous learning and enrichment, stakeholder supported learning, and call center best practices to support effective training for agents to be ready on Day 1 of operations.
