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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.

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Presentation on theme: "Lee Nasehi, CEO Laura Capp, Senior Manager, Training Customer Service Training from Lighthouse Central Florida Presentation to the Florida Division of."— Presentation transcript:

1 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

2 2 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, 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%) Phase 1 Training

3 3 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! Why This Matters

4 4 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 Phase 2 Training

5 5 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. CSB Overview

6 6 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 CSB Curriculum

7 7 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 Goal Areas

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

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

10 10 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. CCE Overview

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 CCE Curriculum 11

12 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 Goal Areas 12

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

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

15 15 Customer Scenarios 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

16 16 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.) Trainee Flow-Phase 1

17 17 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. Phase 1, cont.

18 18 DBS counselor issues purchase order to LCF for training and sends a referral 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. Phase 1, cont.

19 19 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. Trainee Flow-Phase 2

20 20 Trainee submits assignments and responds to s on time. Trainee notifies LCF Training Assistant or Receptionist of absence, if applicable. Phase 2, cont.

21 21 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. Trainee Flow-Phase 3

22 22 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. 212 Laura Capp, Sr. Manager of Training, ext. 258 Lighthouse Central Florida/Lighthouse Works Logistics


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