Learning Tribes - Customer Service Training Product of the Year

Company: Learning Tribes
Company Description: Learning Tribes is an international learning & development organization dedicated to creating customized and innovative solutions to advance employees’ skills, and give them the ability to grow.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Customer Service Training Product of the Year

Nomination Title: What's in your wallet? |The power video training

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

The challenge? Train customer service 1,600 agents in 5 countries around the world. A bigger challenge? Most agents are not familiar with the type of customer or the complexity of the product (branded credit card). The caveat? 8 weeks to deliver.

Capital One needed to train its customer service agents around the world to support their new alliance with the largest retailer in the world. After a thorough learning analysis, it was decided that the best alternative was to provide the agents with real experiences from customers around the world through a video training series.

THE PLAN

Learning Tribes started working on a series of agent readiness videos based on preselected customer experiences. A series of seven customer moments throughout the credit card adoption and rollover process were identified and from there a series of interlacing stories were created.

The videos tell the stories of 6 different customers interacting with 5 different agents. Both customers and agents portray multicultural groups that represent the current contact center population.

Out of 104 conflicts identified and prioritized, 21 video short stories in 4 series were created. For every video, a narrator would introduce the situation, giving context and background. Each character develops the narrative to address a specific key servicing moment.

The acting agents would reflect the tone and manner expected from Capital One and addressed every problem as expected.

THE STORIES

Each of the stories was created to present a situation and solve it the best way possible. Situations were real case studies and some of them scripted from actual calls. Some of the stories jump back in time and interconnect with each other, giving a sense of familiarity to the learner.The location and props were also relevant to each situation.

Here is an example of one of the stories.

NARRATOR
“We will watch our Capital One Agent Carlos interact with a customer named Brandon who is calling because he wants to know whether or not he receives rewards points each time he uses the Walmart Quick Cash function.
Let’s see how Carlos the agent, responds.”
CLIENT
“I recently got my new Capital One Rewards Card in the mail. I’ve been trying to understand the program, but you don’t make it easy. There are so many rewards options! How can I keep it all straight?”
AGENT
“I understand Mr. Foster. Keeping up with new benefits and updates can be overwhelming. Multiple resources will help you master our Capital One Walmart Rewards program.”

What looks like a simple dialog becomes a real-life story. Video training positions the agent on the customer’s shoes, generating empathy and emotion as they relate to customers and agent points of view.

Take a look at the videos belowto follow the stories.

THE EXECUTION

Learning Tribes teams worked very closely with the Capital One training managers to ensure that the training was delivered in the required time, with outstanding quality and significant substance to make a difference for the agents in the field.

The art, production, instructional and management teams worked in perfect coordination to deliver a seamless and perfect execution.

Project management – responsible for timelines, Capital One relations, and overall coordination
Art & Creative – concept, story building, characters, and overall direction
Instructional Design – Pedagogical approach, learning flow, curricula, and assessments
Production Team (The Studio) – videography, editing, scenery, and audio.

THE RESULTS

Thanks to the hard work of all the teams and coordination with the Capital One team, the project was delivered on time, within budget without losing the very important WOW factor and professional quality.

After the training was delivered in October, more than 1,600 customer service agents have been trained and were able to service the new Capital One-Walmart credit card.

Agent satisfaction increased from an average of 4.2 to a 5-star ranking. Total satisfaction from all agents trained.