Instructor-Led & Virtual Instructor-Led Training
Course: Call Center Onboarding for the Artists Program
This course was designed to be delivered both in person and through virtual classrooms. It was created for contact center representatives that support local artists selling what they have created. It was created over two 10 day agile sprints.
The problem: The contact center representatives were getting extremely low customer satisfaction scores from the artists. Overall, artists felts that representatives were not supportive, not empathetic, and did not demonstrate patience with answering questions. This directly affected artist engagement with the selling platform.
Needs analysis: After conducting a needs analysis, it was determined that representatives did not understand why artists’ needs were different than other selling platform users.
Solution: The onboarding training for representatives supporting artists was updated to include activities that would increase empathy and understanding for how an artist might think about the selling platform, and the kinds of questions they might ask. Existing representatives were taken through a shortened version of the updated course. An activity from the Instructor Guide has been included here.
Results: Learners who went through this course achieved an over 70% increase in customer satisfaction from artists. Additionally, feedback from representatives indicated they felt it easier to work with artists after receiving the updated content.
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