Integrated BPO & KT/KM Packs Powered by Articulate 360
BPO Pack
The knowledge transfer begins with installing Articulate 360 on the SME machines. After the license is setup the capture of any process can be done speedily.
Once the process capture is done, it is suitably published into Word SOP, Video SOP, Simulation, and an assessment work benches. Video SOP is used for self paced and guided learning of operation agents, making it easier to grasp the process steps. While Simulation is a virtual learning environment or a sand box, which is used for skill training in a controlled environment with real life process examples. The learner is guided at each steps with the help of hints and feedback, if they miss any step in the standard operating procedure.
After practice, the assessment mode kicks in, to certify a learner against the standard benchmark of productivity and accuracy . After each assessment, a capability score is generated which depicts the learning curve.
You can also create video SOPs for contextual knowledge training, these are typically created as logical branching simulations to enable intuitive training over complex processes.
KT/KM pack includes
Automated SOP development using knowledge capture platform, for remote capturing of a process and conversion into video SOP without tedious copying and pasting of screenshots into word documents.
Technical support helpdesk
Business support helpdesk
Free as well as paid orientation sessions for Transition and Training teams
Need based group training sessions
LMS wrapper – a tool for training management
Articulate 360
Articulate 360 also has the capability to make sure that the process documentation is easy to refresh and can be updated on a regular basis by capturing specific parts of a process and replacing the existing steps rather than requiring re-creation of documents and learning material, this ensures that learners and new joiners are always trained using the most current knowledge about the standard procedures.
In the BPO pack, tool for training management is included which is used for the new joiners as well as for continuous learning. So it’s not about transitioning say first 100-200 people, but it’s for every attrition. It’s about 20-25% of people to be trained on an ongoing basis and that too on the latest and greatest processes and not just what has been documented a year back. The entire workflow and reporting system is customizable giving you the ability to create and refine the process of collaboration between all stakeholders such as: trainers, subject matter experts, transition managers, and customers.
Let me explain functioning of LMS wrapper in three simple steps
- In the first step, the content is uploaded and baked into a training plan
- Then the list of trainees is uploaded
- And lastly, the training plan is assigned to the learners.
