Project:

Awareness Training - "AMP Customer Service"

Our Brief:

• “We were asked to deliver work situation training for their Customer Service Reps, for their Employee (“Channel U”) and they had a big big launch program, an employee Raising Awareness event with how AMP reps had to be with AMP clients. AMP had a multimedia room setup where Reps watched 10 video screens around the room and sat on groovy stools. It was like a studio. They wanted us to reflect that interface in this module.
• Make it look different, make it look NOT like standard e-learning, make it extremely specific to the type of calls that AMP gets."

Interesting Bits:

• It was visually designed to reflect Channel U but they didn’t want us to over use it. It’s a 1950’s TV show kind of interface – which they loved. (Carl did a great job on that, in fact Carl did almost everything on this project!).
• Working with the very good Chris Hamilton, at AMP.
• Recording all the audio, using AMP's own people.
• The project was a part of an AMP Global Training rollout.
• Enjoying great support from Click2Learn. (AMP was actually one of the early adopters of ASPEN in Australia.)
• The CSR’s are measured incredibly tightly on their performance, including monitoring calls, and this is one of those training situations where AMP can actually tell the effect of training on their group. They got a very high return on the training in terms of performance.