12 October 2001

KShelper aims to keep agents in the know

Technology and training are hardly the most exciting subjects in the world; put them together and you risk turning people off completely.

This is why Cambridge-based technology company Knowledge Solutions has come up with a new e-learning package that allows agents to be trained while doing the job.

Managing director Adrian Palmer-Geaves said: "The traditional way of training people is to put them in a classroom and throw lots of information at them, much of which will have been forgotten a few hours later."

That is an expensive way of training for any industry, but particularly for the cost-conscious travel industry, which works on margins and balks at the idea of taking people out of work.

Knowledge Solutions' answer is based on the 20% principle – that 20% of your work is used 80% of the time.

"We devise training packages that give agents foundation training in 20% of their work and then they can use our computer-based Performance Support tools to help them with tasks as they need to know them," said Palmer-Geaves.

The 20% foundation training is delivered using the web – the company has developed a 'Show Me' facility which demonstrates how to perform the task, and a 'Test Me' button to confirm understanding – complemented with workshops and classroom methods.

Once the agent has finished the foundation training they are provided with Knowledge Solutions' KShelper package – an owl icon that sits on the desktop which agents can click on to get help.

"The owl can identify which screen the agent is working on, the task they are trying to do and the resources that might help," said Palmer-Geaves.

It will also show links to the internet or an intranet where agents can get product or destination information.

"Agents don't have to be online all the time to use KShelper, but most are, especially in call centres," he added. "The big selling point is that it can be added by non-technical people."

KShelper can be set at novice level for beginners. Once agents become more proficient, they can set it at normal level. There is also an experienced level.

Knowledge Solutions can also provide a feature called autopop, which will pop up when an agent logs on if there are any changes to the system or other information they should know.

Knowledge Solutions has so far only provided systems training for the travel industry, but Palmer-Geaves confirmed that its e-learning and performance support training could also be used to improve agents' product knowledge.

"In that case we would aim to give agents a basic overview of a destination, which is not changing, and use the KShelper to provide links for the specific product or hotel information," he said.

Thomas Cook case study

Thomas Cook took on Knowledge Solutions following the acquisition of Carlson Wagonlit.

This doubled its network overnight and meant there were a lot of new agents who had to be trained to use the agency's Rio Match and Go system.

Knowledge Solutions managing director Adrian Palmer-Geaves said: "We developed a web-based e-learning programme for Thomas Cook that was delivered through an internet browser.

"It meant we had to become familiar with the system. It took about eight weeks to put together."

The 15-hour e-learning programme was used to train 7,000 staff in 800 branches, call centres and bureaux de change. Palmer-Geaves said Thomas Cook believed it saved 15,000 working days using the system.

Air Miles case study

Knowledge Solutions is still developing the e-learning package for an integrated selling system being introduced by reward specialist Air Miles.

Knowledge Solutions managing director Adrian Palmer-Geaves said the aim of the training is to make sure that all call centre staff know how to use the system, which handles bookings for flights, hotels, car hire and insurance.

ISS project director Ian Bell said: "Our staff working in different regions and on various shifts, have a wide range of skills to master.

"By having access to ongoing, web-based support, rather than a vast amount of upfront training, staff can perform tasks better and therefore serve customers better."

Bell added that the KShelper tool was particularly useful for ensuring agents can perform tasks that might be unfamiliar.

"KShelper relives the complexities facing the call centre by linking the screen to, say, the insurance product database and instantly providing the flight sales executive with all the knowledge they need at that moment for the precise task they are undertaking," he said.