Perspectives2008

Canadian

Julianna Morris

Senior Manager - Learning Delivery, RBCNovember 6, 2008

Using Learning to Impact Change at RBC –Client Effectiveness Training

SkillSoft Canadian Perspectives 2008

RBC – Who we are

Canada’s largest bank with the most recognizable brand in the country

One of North America's leading diversified financial services companies

Awarded in 2008: 10 Most Admired Corporate Cultures One of Canada’s 100 Employers by Mediacorp Canada Inc One of the world’s top 100 sustainable companies Award for Innovation, Best Practices and Excellence in the large call

centre category by International Contact Centre Management (ICCM)

SkillSoft Canadian Perspectives 2008

RBC Contact Centres

6 Inbound and Outbound Contact Centres Supported by 5000 employees who serve clients and employees across all

businesses, through telephone, email, online channels Located in Moncton, Montreal, Mississauga, Winnipeg, Vancouver and

Rocky Mount, North Carolina

Annual call volume – 100 million Average 70,000 client interactions per day Each representative will handle 90+ calls per day Average call handle time 5 min – 15 min Represent the single greatest opportunity to impact RBC’s client experience

performance Opportunity to take training in small intervals as service levels permit

High intake rate On average 1,200 new hires annually made up of mostly Gen Y

SkillSoft Canadian Perspectives 2008

Why SkillSoft?

Tightly aligned to a business requirement initiative

E-learning courses that support the “Good to Great Journey” to deliver a consistent Client Experience

Building Capability : Taking ownership of Client problems Listening and following-up on Client concerns Language that builds loyalty Achieving a great call experience CREATE-ing for our Clients

SkillSoft Canadian Perspectives 2008

Benefits to RBC …

Enable just-in-time training targeted and coached by management

Appeals to a broader demographic (Gen Y)

Accessibility at work and at home (home-based agents)

Support on-going development of our employees as they progress

through RBC’s Skills & Reward Program.

Supports yearly goals under: “Professional Development, Coaching,

Meetings and Learning”

Provide solution supported in both official languages

Supports people with disability (compatibility with technology for special

needs employees)

Initial program focus was customer service skills

Why SkillSoft?

SkillSoft Canadian Perspectives 2008

The Importance of a Phased Approach

Phase 1Pilot

2 Courses – • Call Centre Communication Skills• Call Centre Customer Service Course

Phase 2Implement

• Target Audience – Inbound staff over 6 months in role• Several Web Alliance sessions with Management Team• Create Webpage – SkillSoft Client Effectiveness Training

Phase 3: Embed into

Routines

• Observational Coaching• Manager and Coach identify skill gaps and determine appropriate development• Customize for individual needs• Tie to Performance Management Objectives

Phase 4: Review &

Modify

• A blend of qualitative and quantitative measurements reviewed by senior management to ensure utilization and success of program

Phase 5: Sustain -

keep alive!

• Client Effectiveness Training launched when staff hit their 6 months milestone• Continue to market program so that it remains top of mind• Establish a sense of ‘communal learning’

SkillSoft Canadian Perspectives 2008

Highlights of the Pilot 96% Completion Rate

68% increase in pre and post assessment results Average time taken to complete the courses was 5 hours [Allotted time

recommended was 8.5 hours] Average access 28.6 times

– Specific content accessed – Focused learning … “Just in time”

Impact on Client Effectiveness Pre to post course call evaluation was completed

63% increase in Meadowvale 29% increase in Vancouver

Representatives rated the experience favorable 45% first time users of on-line learning 91% enjoyed this type of learning 90% would use this type of learning again 81% would recommend this to other’s in the organization

SkillSoft Canadian Perspectives 2008

Best Practices

1. Communication is key

2. Engagement and support of Executives

3. Link to business initiatives

4. Embed into daily routines

5. Let them own the learning experience

6. Make it easily accessible