As in many call centers, turnover is high and the investment in training is substantial. Total Member Care (TMC), the business unit that services all the member credit unions, had a new hire training program which was comprised of four weeks of instructor led training, and lacked consistency across sites and facilitators. The business was desperate to improve the quality of the learning, reduce the length in the classroom, and create a more agile learning program.
Together, Xyleme and PSCU defined a content strategy that allowed for the creation, quality assurance (review/edit), publishing, and distribution of learning content from a single source of XML. The intended outcome was to reduce or eliminate inefficiencies during the production cycle.
By centralizing content development and distribution efforts in Xyleme, administrative overhead was reduced. There are fewer handoffs between designers and subject matter experts and version control of documents is more easily maintained.
PSCU has been able to harness the power of Xyleme’s dynamic system to help them become more efficient not only with the improvement to the learning function in the call centers but also to establish a better way of creating and delivering content. As PSCU looks to the future, they are already fielding requests to revamp the learning in other business units. They consider this to just be the start of a bright, rewarding journey.