ebill - group 2 presentation revised 041614
TRANSCRIPT
OneClick™ Product eBills Training
SEPS 788/888
Barbie MillerLarry Weas
Chris PiazzaBeth Vipperman
Instructional Scenario Description
Instructional Need
• eBill is a new feature being releases within
OneClick™ product. Call center employees must be
trained to use this feature in order to properly
assist customer/clients.
• Training is fit for both the expertise and the novice.
• By the end of training call center employees will be
able to effectively and efficiently assist customers
manage their bill pay accounts.
Learner Audience
• Call Center Employees at iPay Solutions.
• Novice/Expert client support at iPay
Solutions.
Why is the training needed?
• Support customers/clients with the eBill process.
Demographic Characteristics
• Training is not tailored in any way to any
demographic characteristics regarding age,
learners are multi-generational.
Instructional Context
• Training is for call center employees.
• Training will be delivered in house to individual
employees via e-Learning modules on the company
LMS.
• Management has asked for this specific training.
• Management has asked that this training be
delivered in an online format on individual
employee basis.
Desired Learning Outcomes
• Upon successful completion the learner will be able
to:
• Identify eBill statues and how they affect
subscribers.
• Demonstrate eBill functions in a subscribers bill
pay account.
• File eBill and view payment history.
• Set up and manage AutoPay for eBill payees.
• Demonstrate proficiency using operating
procedures with 90% accuracy.
Instructional Strategies Description
eLearning Module
Learning Process
1
2
3
Introduction to Course Objectives
Start Page
Learning Objectives
Knowledge-Based Content
4
Show Me How!
5
6 Guide Me!
7 Quiz Me!
Presenting
• New Information presented via e-learning via
company LMS
• Modules in Power Point format
• Five Modules each contains
• Show Me (informational visual video) section
• Guide Me (practice using a demo of the real
website)
• Quiz Me (learners are asked real world, problem
based questions, authentic assessment versus
traditional)
Active Practice Opportunities
• The “guide me” section will give learners an
opportunity to navigate the features and practice
on a demo of the eBill web site. (This is an exact
replica of the live site.)
Feedback and Guidance to the Learner
• Quizzes on modules 2-5 must be passed to go
on to next module.
• If not passed on 2nd attempt , sent back to
review module and quizzed again.
• Cumulative Exam which must be passed with
90% accuracy.
• Complete survey before printing completion
certificate.
Feedback and Guidance to the Learner
• Follow up Survey
• Role playing with Management.
• Provide feedback on the role playing.
• End of Training Survey
• SurveyMonkey – 10 free questions.
• 2 questions per module.
• Feedback will allow designer to make changes
per module if needed.
Assessing Learning
• Clients will evaluate their experience with the level
of knowledge and assistance provided by call
center employee.
• Call center calls will be recorded and reviewed to
determine learner mastery.
• At the end of training a printable certificate for
completing course, all quizzes and final survey.
Instruction
• Guide instruction not discovery instruction.
• Problem-based instruction will be used in the quiz
to include real world scenario questions.
• Authentic Assessment.
• Learners will be guided through each module.
• Each module must be completed successfully prior
to moving on to next module.
Instructional Media to Facilitate Instruction
Media and Technology
• Captivate Software
• Microsoft PowerPoint
• Company LMS
• SurveyMonkey
Storyboard Design: Content and Concepts
• Introduction to eBill (Animated) • eBill Functionality (Animated) (Interaction: See & Do
demonstration) Set up eBill eBill Due Troubleshooting eBill
• File eBill (Animated) (Interaction: See & Do demonstration) • eBill History (Payment History) (Animated) (Interaction: See
& Do demonstration) • AutoPay (Animated) (Interaction: See & Do
demonstration)
Instructional Evaluation and Improvement
Evaluation and Improvement
• Efficiency
• Employees take training at station = no lost
productivity.
• Due to the frequency of new releases that call
center employees must be trained on, e-learning
is more efficient than classroom instruction.
Evaluation and Improvement
• Cost / Benefits
• Employees can complete training as they have
down time. Training modules can be completed
in stages and does not have to be completed all
at once.
• e-learning modules benefit employees by being
more hands on than traditional classroom
training. Modules are user friendly and include
animation for some entertainment value.
Evaluation and Improvement
• Satisfaction
• Unknown
• Meeting all objectives
• Same benefits as in class training
DemoDemo
QuestionsQuestions