IDP Instructional Analysis By Jennifer Campbell Instructional Goal

IDP – Instructional Analysis By: Jennifer Campbell

Instructional Goal Analysis Finance Customer Care Representatives will determine the appropriate scripts to achieve the highest level of customer service by promoting first call resolution through self service If this is the 5 th time frequently asked question is used the computer will prompt for script creation! Answering Incoming Finance Customer Care Call questions via Phone, email or walk In. Determine the reason for Assistance Does a script exists that can answer the reason for assistance Yes Provide Scripted Response that will resolve reason for assistance. No Does an answer exist in frequently asked questions that could be used as a scripted response? Yes Provide Frequently asked questions answer as a scripted Response assistance. No Work with Supervisor to develop a scripted Response assistance.

Subordinate Skills Analysis Answering Incoming Finance Customer Care Call questions via Phone, email or walk In. Use Dedicated Call Queue to determine Nature of Call (i. e. Concur, Bobcat. Buy, Oracle, etc. ) Use Dedicated Program Question to determine Nature of walk-in/email (i. e. Concur, Bobcat. Buy, Oracle, etc. ) Determine the reason for Assistance. Ask Detail Service Level Questions defined for each program for identified Dedicated Call Queue provide in Script Window. Yes Does a script exists that can answer the reason for assistance. Provide Scripted Response that will resolve reason for assistance. If this is the 5 th time frequently asked question is used the computer will prompt for script creation! Navigate to Footprints Script Page and search by Program for Available Scripts. No Does an answer exist in frequently asked questions that could be used as a scripted response? Yes Provide Frequently asked questions answer as a scripted Response. Navigate to Knowledge Base Page and search by Program for Available Answer to produce a Script. No Work with Supervisor to develop a scripted Response. Navigate to Knowledge Base and add scripted answer provided by supervisor as a Script.

Entry Skill Analysis Answering Incoming Finance Customer Care Call questions via Phone, email or walk In. Use Dedicated Call Queue to determine Nature of Call (i. e. Concur, Bobcat. Buy, Oracle, etc. ) Determine the reason for Assistance. Does a script exists that can answer the reason for assistance. Ask Detail Service Level Questions defined for each program for identified Dedicated Call Queue provide in Script Window. Use Dedicated Program Question to determine Nature of walk-in/email (i. e. Concur, Bobcat. Buy, Oracle, etc. ) Operating telephone system to answer incoming calls. Use Basic Communication Skills to read Program Queue. Yes Provide Scripted Response that will resolve reason for assistance. If this is the 5 th time frequently asked question is used the computer will prompt for script creation! Navigate to Footprints Script Page and search by Program for Available Scripts. No Does an answer exist in frequently asked questions that could be used as a scripted response? Yes Provide Frequently asked questions answer as a scripted Response. Navigate to Knowledge Base Page and search by Program for Available Answer to produce a Script. No Work with Supervisor to develop a scripted Response. Navigate to Knowledge Base and add scripted answer provided by supervisor as a Script. Use Basic Communication Skills to read and ask questions. Use Mouse and Computer to navigate to script window. Use Basic Communication Skills to locate script to use. Use Mouse and Computer to navigate to script page. Use Basic Communication Skills to locate Frequently Asked Questions Use Mouse and Computer to select Frequently asked Question Answer Use Typing Skills to Type Frequently asked Question Answer provided by supervisor