The Solution
"We need ScreenSteps"
Since the director had used ScreenSteps in other contact center departments prior to this acquisition, he required that they have ScreenSteps for this project.
Building the new training program was like changing out the tires on a car that was still driving down the road. To make this happen, the organization fully engaged the ScreenSteps team.
The hiring happened in three waves. The first new hire wave was trained over Zoom in a very traditional, lecture-based format. As they held the first training, the ScreenSteps team recorded the sessions and built out foundational courses and digital guides from the training content.
That content was stored in their ScreenSteps knowledge base, which Baxter calls “The Brain.” The idea is employees don’t need to memorize information because they document all of their policies and procedures and store them in The Brain. Employees reference those guides every time they perform a procedure.
The initial training wave took six weeks with the traditional training methodology.
By the time it was to train wave two, the contact center had The Brain up and running and had fully implemented the Find & Follow Training Framework.
By the third wave of training, the call center had cut training time down to two weeks, a whole month shorter than the initial training.
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