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National Bank - Introduction to Softphone


Client(s)	National Australia Bank
Audience	Call Centre staff.
Aim	To enable staff to become competent in using the key features of the Call Centre software.
Modules	5
Duration	30 minutes each
Description	Simulation based, interactive training for NAB’s Call Centre technology, incorporating principles of good customer service. The training was competency based and included assessment of employee skills. Successful operators automatically received a personal certificate of competency. This training was required to operate independently of other training systems. However, Microcraft has previously created a customised interface for NAB’s AUTHOR™ retail training to transfer training results to its internal training management system.
Features	Interactive software simulation
Media types	Simulation, interactive questions
Challenges	Due to characteristics of the delivery hardware, sound could not be used. Therefore design had to incorporate an engaging conversational style without the benefit of sound.
Delivery	Network
Outcomes	The set of five training modules was well received by employees and NAB rapidly trained 1000’s of employees in a matter of weeks.