Cheif Learning Officer Solutions for Enterprise Productivity

The 2008 Learning In Practice Awards

Headquartered in Cincinnati, Convergys delivers outsourced customer management and human resource management solutions to clients in 35 languages from its 84 global contact centers in the United States, Europe, India, the Philippines and Latin America.

In most regions, the contact-center agents are working in multiple languages or languages not local to their regions. When dealing with customers, agents face challenges with rapid research and development cycles, integrated functionality and multiple product dimensions that require deep product knowledge.

When dealing with employees, agents struggle to keep track of compensation, benefits and HR administration programs, which can be broad and varied. Adding further complication, customer and employee training content and processes may differ by region due to regulatory and compliance requirements or cultural norms.

Recognizing these challenges, Marianne Langlois, vice president of learning solutions at Convergys, led a team of 100 global Convergys employees in developing a business case for communications and culture training aimed to drive improved agent capability and effectiveness.

“As the result of several business wins globally, we needed to find a way to take the learning approaches that had driven successful business results for our clients and to scale them more quickly,” Langlois said. “The technology advances in content development tools over the past few years, our experience in developing performance-based solutions and our strong global talent pool helped us to achieve our goals in building out our global curriculum.”

Implemented in 2007 and the first quarter of 2008, the global curriculum focused on new-hire training for agents in three key aspects: Convergys processes and technologies, customer processes and products, and communications and culture of the customer or employee populations served.

The redesigned HR management global curriculum features a global module to provide an overview of tools, policies and procedures. A country-specific module provides an overview of each country and training on applicable HR support processes. A client-specific module provides training on service-center tools; client and country-specific HR policies; and client and country-specific HR administration issues.



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