She’s the Director of Training at Big Calls Inc.
Big Calls just landed a major new client, which requires them to scale up and add 500 new positions to handle inbound calls.
They have 90 days to ramp up and be ready. Ursula’s job is to build out the training material, including onboarding, initial training, job aids for performance support, and a strategy for personalized ongoing training.
Previously, their initial training period was 4 days of classroom sessions and role-playing through mock calls. However, with the clock ticking on this new project, she needs to find a way to train her new hires faster, without reducing quality.
With Otto, Ursula is able to rapidly build Mastery Modules to so she can immediately start onboarding with her new hires. The first day of the new training process is now focused on Otto mastery training. Agents get exposed to core knowledge about handling incoming calls, and practice responding to client inquiries and following their flow charts to select the correct action to take for an issue.
In only 1 day, she essentially simulates 30 days on the phone through the use of microlearning.
The next few days focus on live call simulations, enforced by periodic mastery learning using spaced repetition through Otto.
Her learners love taking the training, as they can collect rewards and climb the leader board, as Otto makes use of gamification principles to make the training even more appealing to the learner.
Ursula finds after using a microlearning platform to distribute her training content, that she needs less supervisory support for learners who have Otto. They have much higher knowledge retention and have to escalate fewer calls — which translates to a better experience for the caller, less turnover at the center, and a happier client!