技术
- 传感器 - 自动驾驶传感器
适用行业
- 教育
- 医疗保健和医院
用例
- 时间敏感网络
- 虚拟培训
服务
- 培训
关于客户
Baxter Healthcare 是一家财富 500 强联络中心,为使用其医疗设备的患者和护士提供帮助。远程联络中心 24/7 全天候提供服务,为处于脆弱情况下的专业人员提供支持,帮助他们对救生医疗设备进行故障排除。百特最近收购了一个新的呼叫中心,并决定将该联络中心从近海(印度)迁至近岸(墨西哥)。该公司面临着在 120 天内启动新业务、雇用和培训所有新代理和培训师以及更新过时文档的挑战。
挑战
Baxter Healthcare 是一家财富 500 强联络中心,面临着在 120 天内启动新业务的艰巨任务。该公司最近收购了一个新的呼叫中心,并决定将呼叫中心从离岸(印度)迁至近岸(墨西哥)。该总监的任务是在规定的期限内启动墨西哥的联络中心。挑战是多方面的。他们必须雇用并培训所有新特工和培训师,总共 30 名人员。运营总监和他的团队之前对他们刚刚收购的产品或公司没有任何经验。现有的文档已经完全过时了。一切都是新的,他们只有短短四个月的时间来为新产品建立并运行呼叫中心。此外,所有培训都必须远程完成。
解决方案
主管之前拥有 Find & Follow 方法和 ScreenSteps 团队的经验,因此决定从一开始就将它们引入。由于该总监在此次收购之前已在其他联络中心部门使用过 ScreenSteps,因此他要求他们在该项目中拥有 ScreenSteps。该组织与 ScreenSteps 团队充分合作来制定新的培训计划。招聘分三波进行。第一波培训是通过 Zoom 以传统的、基于讲座的形式进行的。 ScreenSteps 团队记录了课程并根据培训内容构建了基础课程和数字指南。这些内容存储在他们的 ScreenSteps 知识库中,巴克斯特将其称为“大脑”。当进行第二波培训时,联络中心已启动并运行 The Brain,并全面实施了“查找和关注”培训框架。到了第三波培训,呼叫中心将培训时间缩短至两周,比最初的培训缩短了整整一个月。
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