Challenge
The AT&T business salesforce needed a certification program to build their skills in using the software and tools they use everyday for contracting, ordering, and customer relationship management (CRM).
Solution
I led a team that designed and developed a scenario-based software training certification program. First we identified the top 10 functions or tasks performed in three major systems. Then for each system task, we designed a page to include its scenario, process/simulation, diagram flow, resources, and a performance-based simulation assessment. This hybrid approach allowed us to provide an on-demand learning resource as well as a new-hire software certification program.
Results
The training solution improved new-hire sales system adoption by 23% during first month on the job. It also reduced errors and issues experienced by existing sellers. In 2010, the solution received an ATD Atlanta Best Software Learning Award.