The rollout of an IP Telephony system can place many demands on implementation engineers and any user issues can also be time consuming. This can be addressed through the scheduling of training sessions prior to the ‘go live’ date. After training sessions, users feel confident in the use of the system. This is reflected in the reduction of helpdesk calls. Professional pre-migration training makes users feel more positive about their system.
From our experience, offering these sessions will have the following impact on staff:
• Clearer understanding of Company Strategy/reasoning
• More enthusiastic about the new technologies
• More confidence when using the new systems
• Greater understanding of features and functions available
In Partnership with One2Train ExperTeach can offer you the following Taleka courses on demand on your location:
1. IPphone Trainer - E-learning Support Package
We have a unique support package which is a huge advantage to provide users with the opportunity of accessing a web or intranet based interactive training resource that they can progress through at their own pace. This is ideal for staff that may require refresher training and new employees would also find this solution beneficial. This product can be customised to fit your needs in terms of phone model, language and would include your corporate logo.
2. Pre-migration Standard End User Training Session
These training sessions provide the end users with essential knowledge and hands on experience before the phones appear on their desks. Users attending these sessions are often grouped according to the features and functions a certain team or department may use e.g. Personal Assistant, IPMA. We recommend that the number present at each session is limited (approximately 12 users) in order to make the best use of our trainers, ensuring constructive communication between end user and trainer.
3. Pre-migration Specialist Training Sessions
Certain IPT related applications require dedicated training over and above standard training. Applications such as ARC Console, ARC Supervisor, CallManager Attendant Console and IPCC are more complex screen based software used for switchboards, call centres and receptions. It is vital that this training is carried out so that users can accomplish their work from the first morning on the live IPT system.
4. Train the Trainer / Super User Training
Certain training sessions can be tailored to be more in-depth, providing a level of knowledge that would enable specific users or in-house trainers to train other employees and give informal guidance. This is an ideal way to cope with any post migration training (e.g. new employees) and utilises the skills of existing employees.
5. Floorwalking
‘Floorwalking’ provides users with on site support in the first few days of system implementation. This is a key part of the rollout as it provides reassurance and additional guidance for users. Floorwalkers would also be available to filter user support issues, solving many problems on the floor rather than flooding the help desk with unnecessary calls. One-to-one training can also be provided on these days to any users who could not attend training sessions or for those who require specific support.
6. Quick Reference Guides
As a post training reference we provide guides, usually in the form of a laminated A4 or A5 card. The guide is customised to reflect the functions and features that are relevant to the customer’s specific implementation. These can be handed out after training sessions, during floorwalking and on new sites and are often part of the employee ‘welcome pack’.
