Customer Service Center System Upgrade Training
Situation
The Ohio Turnpike and Infrastructure Commission (OTIC) was required to transition their customer service center employees to using an updated version of their customer service software. The customer service staff needed to be aware of, learn, and be prepared for the changes needed to complete their job and provide a positive customer service experience.
Solution
Because it is critical that a customer service team is knowledgeable, prepared, and able to resolve customer inquiries, the customer service center staff must be properly trained to consistently provide a high-quality customer service experience. Adaptation reviewed the customer service center’s existing training curriculum and revised it to reflect all software changes introduced by the upgrade. The team updated the instructor guides, participant guides, and system demonstrations. They delivered the revised curriculum, via classroom and remote methods, to all customer service representatives and system administrators.
Impact
Adaptation’s updated training curriculum prepared OTIC customer service representatives and system administrators to use the upgraded software effectively. By incorporating new system changes into instructor guides, participant guides, and system demonstration materials, the training program provided employees with a consistent understanding of the new features and processes. The comprehensive program also improved employees’ confidence and proficiency, strengthened their ability to resolve customer inquiries efficiently, and helped sustain high-quality customer service throughout the transition.
