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FIS Payments' Customer Service Training Team

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: FIS, Jacksonville, FL
Company Description: FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk and compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, FL.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Financial Services Industries

Nomination Title: FIS Payments' Customer Service Training Team

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

FIS Payments’ customer service training team, led by Susan Smith, has taken several steps to help ensure clients and employees alike are receiving the best possible experiences. In 2016, the team implemented a major initiative aimed at improving the training experience they offer their credit card clients and increasing participation in training courses.To get the project underway, the team distributed a training survey to approximately 3000 clients and received a statistically reliable return rate and excellent feedback.Based on the feedback,they implemented changes and enhancements to the training communication process, course offerings and their training program delivery method.

1. Feedback received and actions taken to create a new training product - “Quick Hits”:

  • 30.37% of clients responded that they did not know how to find information about training. The team increased communication through our Corporate Bulletin System from two times to six times a year with the addition of Quarterly Training Newsletters.
  • Clients responded that their preferred format for training delivery was instructor-led virtual classroom (webinar) training and self-paced, online eLearning.This led to the creation of “Quick Hits” webinars.
  • A “Quick Hits” webinar focuses on a single learning objective/topic that can be delivered in a one-hour or less training, including Q&A.These “Quick Hits” are free to clients, whereas comprehensive training webinars are a billable service.
  • Overall Result: Overall participation for “Quick Hits” webinars have increased by 38% since their implementation

2. Actions taken to redesign eLearning courses:

The redesign of eLearning courses enabled the team to meet a significant challenge in late August 2016. The project sponsor notified the customer service training team that the finished eLearning project was promised to a national client in four weeks.At the time, only five simulations had been completed, leaving 24 to be developed in only a four-week period. Since this commitment was made to a very large, national financial institution, all five instructional designers/multimedia developers were asked to collaborate in order to meet the commitment, which they did.

  • This project was nominated and won an ATD (Association for Talent Development) WLAP (Workplace Learning & Performance Awards) in 2016.
  • Overall Result: eLearning participation more than doubled from 20,677 to 46,403!

3. Actions to expand services and develop training for Electronic Banking Transfer (EBT) Cardholders:

In 2016, the team expanded their services and developed training for EBT Cardholders as well. The team used existing tools and capabilities to produce training videos at a significant cost-savings for our EBT clients while maintaining quality of information that was disseminated.They created a template that allowed the whole team to produce videos rapidly and as a result, produced ten EBT cardholder videos.

4. Actions to introduce new pre-implementation training courses:

In January 2017, the team introduced a new pre-implementation training course for credit card clients. The need for this course was uncovered through a formal Customer Experience Journey Mapping exercise conducted for new clients implementing a start-up card program.

  • The course targeted the client executive leadership team and their key stakeholders.
  • The goal of the course was to enable decision-makers to be better informed about the system capabilities and parameter options offered by our credit card processing platforms prior to User Acceptance Testing or End-User Training.
  • Based on this program the team reduced the number of post-implementation changes from an average of twelve to two, resulting in less rework and higher satisfaction of the overall implementation process for new clients.

Overall Result: Training satisfaction survey scores increased from an average of 4.80 to 4.97 out of 5.0.