LUCEOLE SOLUTIONS
Example of mission
Job training
Consulting, design, management and training engineering to facilitate the acquisition and transfer of business skills.
Challenges
Luceole is solicited by a training organization to ensure the design of a training course for a team of customer support representatives. The main challenge of this team, is to retain customers who want to leave the telephone operator.
The success of their mission contributes to preserve the operator's profitability, which is particularly important within a high customer volatility context.
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The challenge?
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Creation within 1.5 weeks of the “live week”, a practice week dedicated to new customer support representatives.
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In parallel with the set up of the theoretical week.
Luceole's actions
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Appropriation of the project and proposal of a detailed learning path for the 5 days of the week of practice.
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Design of the specifications for the case studies and of a case guide for the trainers.
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Proposal of 10+ innovative teaching techniques selected by the client.
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Contributions to the retention method (management of emotions).
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Adjustments to deliverables in daily coordination with the client's project manager.
The results
The training week was delivered on time, ie within 10 days allowing the client to meet his internal commitments .
The client's two senior trainers who led the pilot session found the training innovative, very close to the field, with with accurate business cases.
The first group of counselors was trained with with 100% success and average marks over 80% on the tests .
The first calls were made with a quality corresponding to the criteria of the internal quality grid.
Support adapted to your challenges
