Lee Nasehi, CEOLaura Capp, Senior Manager, Training

Customer Service Training from Lighthouse Central Florida

Presentation to the Florida Division of Blind Services, April, 2012

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ARRA funded in February, 2010Called “Customer Service

Enabled by Technology” (CSET), 4 weeks

Available only to DBS District 6 clients

First class held August, 2010Last class held August, 201118 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

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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

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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

weeksContact Center Excellence, 3

weeksBasics course a pre-requisite

for CCEFirst Customer Service Basics

course available statewide in May

Phase 2 Training

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Customer Service BasicsPurpose: 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

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56 hour curriculum, 2 weeks, 4 days/week, 9:00-4:30

Realistic and participative, individual and group activities60% customer relations10% workplace success30% job related technology

Daily assignments with 35 learning objectives, clustered into 8 goal areas

CSB Curriculum

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Explore the Customer Service Industry

Communicate EffectivelyUse Office TechnologyInteract with CustomersRespond to Customer Needs

and RequestsHandle Customer ProblemsManage Office DutiesEnsure Workplace Success

Goal Areas

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Group InteractionsMini-lecturesPeer interactionRole playsGroup problem solving

Individualized LearningSelf-study lessonsPractice and repetitionApplication exercisesReview and reinforcement

Learning Methods

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Reading comprehension – 8th grade level

Spelling accuracy – 8th grade level

Computer competencyType 25 CWPMNavigate software utilizing

adaptive technologyBasic skills of Windows, E-

mail, Internet, MS Word and MS Excel

Vocational Rehabilitation Assessment (VRA) prior to admission

Pre-requisites

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Contact Center ExcellencePurpose:To provide trainees with skills

to help them become employable as Contact Center Professionals utilizing adaptive technology to perform job duties.

CCE Overview

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72 hour curriculum, 3 weeks, 4 days/week

Highly realistic and participative, incorporating both individual and group activities with extensive use of technology25% customer relations 5% workplace success70% job related technology

Daily classroom and lab assignments with 45 learning objectives, clustered into 7 Goal Areas

CCE Curriculum11

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Explore the Contact Center IndustryCommunicate ProfessionallyUse Contact Center TechnologyPerform Inbound Contact Center

DutiesPerform Outbound Contact Center

DutiesPerform Quality Assurance DutiesManage Self for Career Success

Goal Areas12

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Group InteractionsPeer interactionRole playsGroup problem solving

Individualized LearningSelf-study lessonsPractice and repetitionApplication exercisesReviewReinforcement

Learning Methods

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Reading comprehension – 8th grade level Spelling accuracy – 8th grade level Computer competency

Type 25 CWPM Navigate utilizing adaptive technology Basic skills of Windows, MS Excel,

Email, Internet and MS Word Vocational Rehabilitation Assessment

(VRA) prior to admission Completion of Customer Service Basics

Pre-requisites

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15Customer Scenarios

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Realistic Customer ScenariosHands-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”

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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

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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, con’t.

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DBS counselor issues purchase order to LCF for training and sends a referral e-mail 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, con’t.

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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

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Trainee submits assignments and responds to e-mails on time.

Trainee notifies LCF Training Assistant or Receptionist of absence, if applicable.

Phase 2, con’t.

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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

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

407-898-2483www.lighthousecentralflorida.org

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