Published on February 22, 2014
Central Reservations Training Presentation January 2013
Our Goals We had some specific goals in mind while working on our program: Update all training material to current content. Create a consistent look and feel to the training documentation, and develop a format that is organized and easy to maintain. Create a program that is easily expandable due to company growth. Create a program that addresses the training needs of veteran agents. Better incorporate sales and customer service training into the program.
Introduction Goal: Create a program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Outlined major components of training required • Rewrote and updated all written materials • Filled in the gaps by addressing refresher training
Training Plans Goal: Create a consistent look and feel and develop a format that is organized and easy to maintain • Every trainee issued a training plan • Plan outlines each step of the process • Plans are signed off by the trainee, trainer, and a manager
Classroom & Side-by-Side Video Demo http://youtu.be/KnEPIFBhrbM
Computer Based Training Modules Goal: Create a program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Computer based training reinforces information • Computer training focuses primarily on product
Testing and Training Matrix Goal: Develop a format that is organized and easy to maintain, and that is easy to expand • Trainees tested before being cleared to take calls • Test scores are tracked on the training matrix
Maintaining Training Documentation Goal: Create a consistent look and feel and develop a format that is organized and easy to maintain • Written materials reviewed an updated quarterly • Training plans, modules, t ests and matrix updated annually in preparation for Spring Training
Continuing Education and Product Refreshers Create a Goal: program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Introducing a refresher and continuing education program • Jan-Mar refresher training by product • Quarterly soft skill sales and customer service training
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