Dan Hup Incubation has identified a critical need for upskilling agents in the use of two key business process flow applications: ASMA and EMMY. These platforms are essential for managing our operations efficiently, but there is a noticeable gap in user proficiency that affects performance. This initiative aims to bridge that gap through comprehensive training sessions focused on application functionalities, information management, and response protocols during various notification scenarios.
Objectives:
The primary goals of this upskilling initiative include:
Comprehensive Training Program Development:
Design detailed training modules on the ASMA and EMMY Apps, covering information retrieval, data entry, best practices, and the architectural setup of how a candidate's dry lab. This will include a specialized session with an Om Lab Agent to provide insights into practical applications.
Interactive Learning Sessions:
Conduct interactive workshops or webinars where agents can learn through practical demonstrations followed by hands-on practice sessions under guidance.
Scenario-Based Learning:
Integrate real-world scenarios into training to help agents understand how to react promptly and accurately during different phases (before, during, after) when running the apps and notifications appear in team chats.
Assessment & Feedback Mechanisms:
Implement assessment tools to evaluate agent proficiency post-training and/or establish feedback loops for continuous improvement of the training program.
Resource Creation & Distribution:
Develop easy-to-follow guides or cheat sheets that agents can refer to quickly while working with ASMA and EMMY apps.
Ongoing Support System Establishment:
Set up a support system where agents can ask questions or report issues related to app usage ensuring they receive timely assistance.
Deliverables:
A structured training curriculum tailored specifically for mastering the ASMA and EMMY applications
Documented or recorded versions of all interactive learning sessions accessible for future reference
Comprehensive guides/cheat sheets detailing step-by-step processes within each app
A report summarizing assessment results and/or feedback collected from participants suggesting areas for further improvement
Expected Outcome:
By equipping our agents with the necessary skills and knowledge required to navigate ASMA and EMMY apps confidently, we anticipate significant improvements in operational efficiency and customer satisfaction rates. This initiative will also empower our team members to feel more competent to secure their roles leading to increased morale and productivity across the board.
Note: Detailed schedules and participant lists will be organized and communicated. Project leads are encouraged to collaborate closely HR department to ensure wide participation and effective rollout of this crucial upskilling program.
Background:
Dan Hup Incubation has identified a critical need for upskilling agents in the use of two key business process flow applications: ASMA and EMMY. These platforms are essential for managing our operations efficiently, but there is a noticeable gap in user proficiency that affects performance. This initiative aims to bridge that gap through comprehensive training sessions focused on application functionalities, information management, and response protocols during various notification scenarios.
Objectives:
The primary goals of this upskilling initiative include:
Comprehensive Training Program Development:
Interactive Learning Sessions:
Scenario-Based Learning:
Assessment & Feedback Mechanisms:
Resource Creation & Distribution:
Ongoing Support System Establishment:
Deliverables:
Expected Outcome:
By equipping our agents with the necessary skills and knowledge required to navigate ASMA and EMMY apps confidently, we anticipate significant improvements in operational efficiency and customer satisfaction rates. This initiative will also empower our team members to feel more competent to secure their roles leading to increased morale and productivity across the board.
Note: Detailed schedules and participant lists will be organized and communicated. Project leads are encouraged to collaborate closely HR department to ensure wide participation and effective rollout of this crucial upskilling program.