“We are delighted how well our system has been received by our clients and that it’s had such a positive review from Learning Light,” said Day One’s Training Director, Elaine Teal. “We knew we had a fantastic product, but it’s great to be told so by leading industry experts as well as by our customers.”
The solution, which focuses on bespoke simulated tasks accessed via the ‘cloud’ from a third party hosted training portal, has been successfully deployed for Induction training across telephony in one of the UK’s largest high street banks.
According to Learning Light’s David Patterson, the system ‘is one of the most evolved system simulations for call centre training there is’, and yet is achievable for smaller organisations.
“Unlike other solution providers who have a charging structure based on user numbers, the Day One Systems Training Solution comes with a no-cost enterprise-wide licence,” explained Teal , “and we provide a 24 hour helpdesk support package.
“We’ve evolved our system in to a web based solution and developed some unique expertise in contact centre training,” she continued. “We’ve overcome all the issues that a demanding client in the regulated and fiercely competitive financial services industry has thrown at us.
“The portal, website, LMS and support systems are all peripheral to the content itself,” Teal pointed out.
“We believe in ‘Learning by doing’. The system simulations are built using our ‘Learn, Try, Apply’ methodology and development software which ensures that the simulation environment is as near real as you can get it, while the storyline behind each scenario reflects real customers and real situations.”
Learning Light’s review (http://www.e-
‘The data rendered as part of the simulation is dynamic. Learners don’t just repeat the same old scenario time and time again.
‘Full simulations of interactions are made with the replication of real scenarios requiring the management of complex client requests. These tasks require the learner to access multiple systems and are replicated with absolute accuracy.
‘Indeed the training department can tweak the simulations to render data that reflects differing demographics – ethnicity, gender and age of customers for example. No learning interaction is ever the same.’
“We do have another trick up our sleeve” added Day One’s Technical Director, Andy Cottier, “This is the ‘buddy mode’, which takes the simulated call one step further by linking up pairs of delegates - or a trainer and a delegate - over the web and serving up a customer brief to one participant, and the simulated system to the other.
“Once the ‘customer’
About Day One:
Day One Technologies Ltd has been providing bespoke system training for call centres since their set-up in 1997. Day One’s e-learning system can be used as a self-paced solution or as part of a blended training approach and is provided with extensive Management Information facilities.
Further information from:
Elaine Teal (Training Director) elaine.teal@
Andy Cottier (Technical Director) andy.cottier@