Training and Development Program
Please find the training and development program for the issue of high AHT (Average Handling Time) iOS Tier 2 UK/IRE department in AppleCare, Apple Inc. This training is designed for Luisa Costello’s team of 15 Advisors who are employed 16 months+, age range 35-42.
Training Needs Analysis:
The average AHT is 14.19 minutes instead of the target 11 minutes. I have taken this figure from an internal tool called “Matrix” (appendix 1); this shows the teams averages for stats such as AHT, sales and calls answered. It also breaks down each Advisor individual stats, generating reports for the pervious 24 months.
Root Cause:
I listen to 3 calls per Advisor over a 5-day period in order to find the root cause of high AHT. I use a standard evaluation sheet (appendix 2) to mark the call; the results are as follows:
1. The Advisors talk about their personal and non-work related issues with the customer on average 2-3 minutes per call per Advisor
2. The Advisors seemed unsure of how to use internal tools such as “payment” and “repair”. As a result, the Advisor puts the customer on hold to ask another Advisor for advice.
3. Advisors are unsure of how to uninstall and reinstall iTunes on a PC, specifically Windows XP. As a result, they put the customer on hold to ask questions or find the “How-To” article.
The Training and Development Program:
Here are the solutions, advantages and disadvantages of each training method, evaluations, training schedules, learning objectives and the costs involved for the proposed issues above:
1. The Advisors talk about their personal and non-work related issues with the customer on average 2-3 minutes per call per Advisor
Solutions and Learning Objectives:
I will remedy this issue with the use of on-the-job, E-Learning SOP, “Polices for Correct Call Conduct”, found on our internal training website. It will discuss appropriate tone, language, chat and words to avoid with a customer. As this online module is
Training Needs Analysis:
The average AHT is 14.19 minutes instead of the target 11 minutes. I have taken this figure from an internal tool called “Matrix” (appendix 1); this shows the teams averages for stats such as AHT, sales and calls answered. It also breaks down each Advisor individual stats, generating reports for the pervious 24 months.
Root Cause:
I listen to 3 calls per Advisor over a 5-day period in order to find the root cause of high AHT. I use a standard evaluation sheet (appendix 2) to mark the call; the results are as follows:
1. The Advisors talk about their personal and non-work related issues with the customer on average 2-3 minutes per call per Advisor
2. The Advisors seemed unsure of how to use internal tools such as “payment” and “repair”. As a result, the Advisor puts the customer on hold to ask another Advisor for advice.
3. Advisors are unsure of how to uninstall and reinstall iTunes on a PC, specifically Windows XP. As a result, they put the customer on hold to ask questions or find the “How-To” article.
The Training and Development Program:
Here are the solutions, advantages and disadvantages of each training method, evaluations, training schedules, learning objectives and the costs involved for the proposed issues above:
1. The Advisors talk about their personal and non-work related issues with the customer on average 2-3 minutes per call per Advisor
Solutions and Learning Objectives:
I will remedy this issue with the use of on-the-job, E-Learning SOP, “Polices for Correct Call Conduct”, found on our internal training website. It will discuss appropriate tone, language, chat and words to avoid with a customer. As this online module is