DA Training
Directory Assistance and Enhanced Directory
Assistance Online Learning
Computer Based Training Reduces:
- Initial training of new operators allowing them
to take calls sooner and with more confidence.
- Inconsistencies introduced by different trainers
and or classes where students can "hide."
- New student's call handling times.
- Operator turnover.
Benefits of Computer Based Training:
- Training system resides on your network.
- Use existing training workstations--no new
terminals required.
- Custom development matches your keying strategy,
screens, and keyboard. We incorporate your
training content into our proven multimedia format.
- Cut your training time by as much as 40 to 50%.
- Increase student's retention over their
instructor-led counterparts by as much as 30%.
- Due to automated practice and remediation
capabilities, student's call handling times are
reduced by 20 to 30% over instructor led students.
- Improved training increases student's confidence
in doing a good job, enhancing job satisfaction and
reducing turnover.
Our Training Components
The bulk of the student's learning takes place using
the Classroom tutorial. This consists of Modules
made up of Lessons grouped by subjects such as
Residential, Business, and Government call handling
practices. Students may choose to read the
material, listen to audio narrations, or any
combination of the two. Graphic images depict the
appropriate keys used to search listings while pop-up images
show their location on the keyboard, quickly
familiarizing the student with its layout. Actual
system screen captures
are displayed in the same manner, affording the the
student an easy introduction to the fields they'll
be filling out while they learn the most efficient search procedures
to use.
Administrative Support
Instructors add students and classes using the
Administrative portion of the training system.
Student reports provide statistics on the study time by
module, Quiz scores (percentage correct), and for Exams,
errors, percent of calls abandoned, and the average work
time. Class averages and summary reports are also
available for quick comparisons.
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Exercises
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Interactive multimedia
questions that test the student's understanding
of each lesson. Answers, whether right or
wrong receive valuable feed-back.
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Quizzes
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Simple True/False and multiple
choice questions test student's compre-hension
of modules containing Labs and are graded.
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Labs
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Labs provide students
with practice sessions where they can handle
simulated customer calls. They will use
their keyboards, keying strategies, and process
calls as if a real customer were on the line
with them. Wrong responses can be tried
again, or they can select hints to help them.
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Exams
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Exams are the final
student test. No feedback is provided and
if a student becomes stuck, can only move
forward by "abandoning" their current call.
Per-formance statistics are collected for
instructor's review.
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