Avis virtual learning centre
Cost: £300,000.
Launched: October 1998.
What is it? Virtual-reality training programme for counter staff.
Length: 12hrs.
Features: life-like scenarios which the staff member is likely to face; training to use Avis’ Wizard reservation system. The programme is used in 50 countries.
Benefits: saved time and money on training. The Virtual Learning Centre paid for itself in the first six months of operation.
Future plans: a similar system for call-centre staff will go live in 2000. An Internet version is also due next year.
1998. Called the Avis Virtual Learning Centre, it gives new recruits an insight into the life of a counter clerk, allowing them to practice using Avis’ Wizard booking system, and learning how to deal with difficult customers, all from their computer screen.
The whole programme lasts 12hrs, and students are encouraged to study at their own pace, over their first fortnight of employment at the company.
The Virtual Learning Centre’s developer, personnel and training director Ian Jarvis, claims the programme teaches users 80% of what they need to know in their first two weeks at the company.
Jarvis said: “We developed it because we were finding that the front-line person’s role was getting more and more complex. We made more and more demands on front line staff. They have to be happy, friendly to customers and good with computer systems. It was taking six months before someone was getting up to speed.
“As much as 60% of our time was spent on training new people, which was a huge use of resources. I wanted to build something that would take the training to the individual.”
The programme has been so successful that Avis recouped the money spent on developing it in the first six months. It is now in five languages and is used in 50 countries around the world.
When the user logs in, the first thing they see is a virtual reality replica of Avis’ European headquarters in Bracknell, Berkshire.
On arrival at reception, they sign the visitors’ book, and are welcomed by Avis chairman Alan Cathcart.
Jarvis said: “This is very important. Alan is never going to get to meet everyone, so having him on the Virtual Learning Centre is the next best thing.”
Users are then given a map to enable them to go on a virtual guided tour of the building.
Using a combination of animation, audio and video, the Virtual Learning Centre enables users to practise customer service and counter skills.
A series of video clips show different scenarios, such as the right and wrong way to deal with a difficult customer.
At the end of the programme, the user is given a list of various scenarios and questions to answer, which are thrown at random by the computer.
Cartoon characters cheer and clap if the user gets questions right, and the final score is then tallied up, and can be downloaded on a disk.
The computer automatically tells the user if he or she needs to go back and practice certain sections again.
Jarvis said 300 people have so far gone through the Virtual Learning Centre and there have been no failures.
He said: “It is successful because it is showing our rental agents exactly the job they will be doing.
“We also put our managers through the course as they need to know the kinds of situations and problems our counter staff face.
“Our rental agents are between 21 and 25 years old and increasingly computer literate. This is why this programme has gone really well. They just love to explore it.
“The world is changing and training is changing with it, we need to embrace the new technologies.”
He added: “We have found that staff turnover has gone down among new recruits in year one. They serve customers better, learn faster and sell better.
“People who have gone through it have less complaints made against them than people who have gone through the traditional method.
“In terms of additional products they sell, they are more productive,” he added.
CAR RENTAL company Avis claims its reservations staff are better at their jobs, have fewer complaints made against them and are more likely to stay with the company than a year ago, all thanks to a new training technology system.
The company launched a £300,000 training programme, using state-of-the-art multi-media technology, in October 1998. Called the Avis Virtual Learning Centre, it gives new recruits an insight into the life of a counter clerk, allowing them to practice using Avis’ Wizard booking system, and learning how to deal with difficult customers, all from their computer screen.
The whole programme lasts 12hrs, and students are encouraged to study at their own pace, over their first fortnight of employment at the company.
The Virtual Learning Centre’s developer, personnel and training director Ian Jarvis, claims the programme teaches users 80% of what they need to know in their first two weeks at the company.
Jarvis said: “We developed it because we were finding that the front-line person’s role was getting more and more complex. We made more and more demands on front line staff. They have to be happy, friendly to customers and good with computer systems. It was taking six months before someone was getting up to speed.
“As much as 60% of our time was spent on training new people, which was a huge use of resources. I wanted to build something that would take the training to the individual.”
The programme has been so successful that Avis recouped the money spent on developing it in the first six months. It is now in five languages and is used in 50 countries around the world.
When the user logs in, the first thing they see is a virtual reality replica of Avis’ European headquarters in Bracknell, Berkshire.
On arrival at reception, they sign the visitors’ book, and are welcomed by Avis chairman Alan Cathcart.
Jarvis said: “This is very important. Alan is never going to get to meet everyone, so having him on the Virtual Learning Centre is the next best thing.”
Users are then given a map to enable them to go on a virtual guided tour of the building.
Using a combination of animation, audio and video, the Virtual Learning Centre enables users to practise customer service and counter skills.
A series of video clips show different scenarios, such as the right and wrong way to deal with a difficult customer.
At the end of the programme, the user is given a list of various scenarios and questions to answer, which are thrown at random by the computer.
Cartoon characters cheer and clap if the user gets questions right, and the final score is then tallied up, and can be downloaded on a disk.
The computer automatically tells the user if he or she needs to go back and practice certain sections again.
Jarvis said 300 people have so far gone through the Virtual Learning Centre and there have been no failures.
He said: “It is successful because it is showing our rental agents exactly the job they will be doing.
“We also put our managers through the course as they need to know the kinds of situations and problems our counter staff face.
“Our rental agents are between 21 and 25 years old and increasingly computer literate. This is why this programme has gone really well. They just love to explore it.
“The world is changing and training is changing with it, we need to embrace the new technologies.”
He added: “We have found that staff turnover has gone down among new recruits in year one. They serve customers better, learn faster and sell better.
“People who have gone through it have less complaints made against them than people who have gone through the traditional method.
“In terms of additional products they sell, they are more productive,” he added.