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Lee Nasehi, CEO Laura Capp, Senior Manager, Training

Customer Service Training from Lighthouse Central Florida. Presentation to the Florida Division of Blind Services, April, 2012. Lee Nasehi, CEO Laura Capp, Senior Manager, Training. Phase 1 Training. ARRA funded in February, 2010

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Lee Nasehi, CEO Laura Capp, Senior Manager, Training

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  1. Customer Service Training from Lighthouse Central Florida Presentation to the Florida Division of Blind Services, April, 2012 Lee Nasehi, CEO Laura Capp, Senior Manager, Training

  2. Phase 1 Training • ARRA funded in February, 2010 • Called “Customer Service Enabled by Technology” (CSET), 4 weeks • Available only to DBS District 6 clients • First class held August, 2010 • Last class held August, 2011 • 18 trainees enrolled in 6 classes • 12 hired for Call Center work (67%) • 4 working in related fields (22%) • 1 withdrew, 1 still seeking work (11%)

  3. Why This Matters • LCF set a goal to significantly reduce unemployment for clients with visual impairments • Job training + placement assistance = significant progress on this goal • LCF also set a goal to launch a social enterprise in order to become an employer of persons with vision impairments • LCF currently employs 12 persons with vision impairments in Lighthouse Works and we need to hire more!

  4. Phase 2 Training • Received DBS approval to extend training statewide • Training will take place at LCF office in Orlando • CSET split into two programs: • Customer Service Basics, 2 weeks • Contact Center Excellence, 3 weeks • Basics course a pre-requisite for CCE • First Customer Service Basics course available statewide in May

  5. CSB Overview Customer Service Basics Purpose: To provide trainees, who are sight-impaired, with the skills to become employable in Customer Service positions in hospitality, medical, financial and business office settings.

  6. CSB Curriculum • 56 hour curriculum, 2 weeks, 4 days/week, 9:00-4:30 • Realistic and participative, individual and group activities • 60% customer relations • 10% workplace success • 30% job related technology • Daily assignments with 35 learning objectives, clustered into 8 goal areas

  7. Goal Areas • Explore the Customer Service Industry • Communicate Effectively • Use Office Technology • Interact with Customers • Respond to Customer Needs and Requests • Handle Customer Problems • Manage Office Duties • Ensure Workplace Success

  8. Learning Methods • Group Interactions • Mini-lectures • Peer interaction • Role plays • Group problem solving • Individualized Learning • Self-study lessons • Practice and repetition • Application exercises • Review and reinforcement

  9. Pre-requisites • Reading comprehension – 8th grade level • Spelling accuracy – 8th grade level • Computer competency • Type 25 CWPM • Navigate software utilizing adaptive technology • Basic skills of Windows, E-mail, Internet, MS Word and MS Excel • Vocational Rehabilitation Assessment (VRA) prior to admission

  10. CCE Overview Contact Center Excellence Purpose: To provide trainees with skills to help them become employable as Contact Center Professionals utilizing adaptive technology to perform job duties.

  11. CCE Curriculum 11 11 • 72 hour curriculum, 3 weeks, 4 days/week • Highly realistic and participative, incorporating both individual and group activities with extensive use of technology • 25% customer relations • 5% workplace success • 70% job related technology • Daily classroom and lab assignments with 45 learning objectives, clustered into 7 Goal Areas

  12. Goal Areas 12 • Explore the Contact Center Industry • Communicate Professionally • Use Contact Center Technology • Perform Inbound Contact Center Duties • Perform Outbound Contact Center Duties • Perform Quality Assurance Duties • Manage Self for Career Success

  13. Learning Methods 13 • Group Interactions • Peer interaction • Role plays • Group problem solving • Individualized Learning • Self-study lessons • Practice and repetition • Application exercises • Review • Reinforcement

  14. Pre-requisites 14 • Reading comprehension – 8th grade level • Spelling accuracy – 8th grade level • Computer competency • Type 25 CWPM • Navigate utilizing adaptive technology • Basic skills of Windows, MS Excel,Email, Internet and MS Word • Vocational Rehabilitation Assessment (VRA) prior to admission • Completion of Customer Service Basics

  15. Realistic Customer Scenarios Hands-on practice in customer interaction, data entry/retrieval, and multitasking Handling typical scenarios with inbound customer service delivery Handling typical scripts for outbound customer campaigns Completing quality assurance tasks, e.g. call scoring and “secret shopping” Customer Scenarios 15

  16. Trainee Flow-Phase 1 • Pre-Course Activities • Client expresses interest in customer service training to DBS counselor. • Client meets with DBS counselor to develop or modify a VR plan. • DBS counselor refers client to LCF for VR Assessment. • LCF case manager verifies client meets entry criteria and schedules the VR Assessment, which will be conducted at LCF or at Rehabilitation Center in Daytona. (LCF may waive VRA, if one has been recently conducted.)

  17. Phase 1, con’t. • VR Assessment is conducted at either Lighthouse Central Florida or the DBS Rehabilitation Center in Daytona Beach. VR Assessment exit staffing will be conducted involving the assessment team, DBS VR Counselor, and client. • If additional training is recommended during the VR Assessment exit staffing, a client from outside of District 6 may receive training at the DBS Rehabilitation Center in Daytona Beach. • If no additional training is recommended at the VR Assessment exit staffing, the LCF case manager will notify DBS counselor of client acceptance.

  18. Phase 1, con’t. • DBS counselor issues purchase order to LCF for training and sends a referral e-mail to LCF for customer service training. • LCF contacts client regarding class start date and sends orientation packet. • Client works with DBS counselor to finalize arrangements for Orlando stay, transportation, etc., if needed.

  19. Trainee Flow-Phase 2 • Daily Class Activities • Trainee arrives at LCF for course; checks in with the Facilitator or Training Assistant. • Trainee works through online lessons and assignments at his/her own pace. • Trainee participates in scheduled class activities. • Trainee seeks help, as needed, from the Facilitator or Training Assistant.

  20. Phase 2, con’t. • Trainee submits assignments and responds to e-mails on time. • Trainee notifies LCF Training Assistant or Receptionist of absence, if applicable.

  21. Trainee Flow-Phase 3 • Post-Course Activities • Trainee, DBS Counselor, LCF Facilitator and other interested parties participate in exit staffing. • LCF Facilitator completes attendance and prepares progress report, which is posted in AWARE with case notes. • LCF invoices DBS for the applicable amount.$1500 for Customer Service Basics$2500 for Contact Center Excellence • DBS makes payment to LCF.

  22. Logistics • Other information available from LCF: • Hotel information in Orlando • Program flyer for clients/potential trainees • Course objectives and syllabus (CSB) • Contact us:Lee Nasehi, CEO, ext. 212Laura Capp, Sr. Manager of Training, ext. 258Lighthouse Central Florida/Lighthouse Works407-898-2483www.lighthousecentralflorida.org

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