Comcast
Employee Onboarding Training
The Need
Comcast has thousands of call center agents that regularly need to be trained on the topic of Billing and Processing Customer Payments.
Comcast originally had in-depth training material that largely existed in a variety of static formats that included pdf manuals, PowerPoint slide decks, Excel spreadsheets, product sheets as well as other materials. Administering onboard training with the existing materials had proved to be cumbersome and inefficient. It was realized that this was not the most effective approach to train new hire employees.
The Solution
Comcast chose KDG to support and work closely with it’s internal team of subject matter experts.
It was determined the solution was to create a streamlined, easily accessible and intuitive online training resource built and deployed within the Inkling authoring environment. The Inkling titles replaced the currently used Facilitator Guides (FG), Participant Guides (PG) and PowerPoint presentations for Instructor Led Training (ILT) or Virtual Instructor Led Training (vILT). The just in time resource is available 24/7, not just when a training event is scheduled. The resource incorporates simple but effective interactions.
The training content included a long list of topics such as Introduction to the Billing System, Hands-On-Practice for Processing Payments, Identifying and Researching Codes to name a few.
The results have shown that the training has significantly improved employees’ knowledge and understanding of billing and processing customer payments at Comcast.