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