5 Evaluation
E-learning Goals
The overall outcomes are to provide outstanding customer service to employees. By delivering excellent service, the company aims to decrease customer attrition, increase customer satisfaction, and increase the amount of one call resolutions. The course would primarily be for newly hired employees but it would also be valuable for representatives with experience as well.
Kirkpatrick Levels
Level 1 Reaction There is a questionnaire provided to gauge the learner’s perceptions towards the training and use this information to guide revisions and other designs
Level 2 Learning There are multiple choice tests which measure knowledge of the skills. There is a section where employees have to write written responses. These both measure learning.
Level 3 Behavior For indicators of behavior, the company could monitor employee on job performance by listening to and evaluating their phone calls.
Level 4 Results The company could measure effectiveness of the training by comparing metrics before and after the training. The amount of calls that were resolved the first time could be measured. Customer service ratings from post call interviews can measure how our service is perceived. Employee call data could indicate if the employees were applying the strategies effectively. Data on employee performance, customer satisfaction, and customer attrition would be collected before the training was conducted and then after the training how been completed.
Assessment Techniques and Tools
One of the assessment tools would be a branching scenario in Articulate Rise program. The reason why this formative assessment would be used is that this realistic scenario would reflect the challenges a customer service representative would face on the job. In the scenario, there would be image of the manager and they would be describing a common problem customers get upset over. The learner would have to successfully navigate through a sequence of three questions in order to complete the activity. This activity would have feedback for each of the responses to guide the learner through making the correct decision.
Another one of the assessment tools would first have guided practice. In the activity learners have to listen to audio clips of conversations between customers and representatives. Then, an on screen manager would give an analysis of the call explaining how it could have been improved. Learners have to enter a written response in sentences to describe what the representative forgot to mention and describe how the representative could have better assisted the customer. Learners can compare their answers to the managers response for two practice questions. Then, they would have to write responses without any assistance. These written responses would have to be graded by the manager. A rubric was created to assist managers in scoring the information and getting reliable results. This assessment provides the company with qualitative data and shows how the learner understands the customer’s needs.
Knowing what to say is only part of the customer service representative challenge. They also have to actively listen. This activity evaluates learner’s listening skills. This is an important aspect that relates to the learner’s ability to perform on the job. I plan on building this in Storyline. I was going to record my own voice for the audio clips.
Another one of the assessment tools would a multiple choice which would be administered through the learning management system. This tool provides objective data which can be analyzed and is useful for measuring knowledge of learning objectives. By using similar terminology as in the course, this can help to ensure reliability.
Questionnaire
On a scale of 1-10, with 1 being easy and 10 difficult, how would you rate your ability to navigate and use the training?
On a scale of 1-10, how relevant do you feel the training was?
On a scale of 1-10, how do you feel about your ability to handle upset callers?