Hewlett-Packard Call Agent Performance-Centered Design
Closing the Gap Between Training & Working

Performance-Centered Design (PCD) Competition 2001 Entry

Prior to the introduction of HP's webSOURCE system agents underwent a continuing series of classroom and self-paced CBT courses. The effectiveness of the previous system is best described as a “hit and run” training strategy. Agents were given one opportunity to engage in each prescribed learning experience and were expected to memorize as much information as possible. The training material was never visited again, because it was not designed for post-training use and agents would never be given time to revisit the information.

In fact, the majority of learning was actually occurring on-the-job at the expense of the customer experience. Agents were learning about the products and just “figuring it out” by talking with peers and attempting to answer phone calls correctly. By the time an average agent became experienced with a set of products and troubleshooting scenarios they would voluntarily leave their positions for other job opportunities.