North Yorkshire County Council – Telephone Helper
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North Yorkshire is England’s largest county with a widespread workforce often based in rural areas. The council purchased a new telephone system in 2007 and were rolling out classroom training to all staff to teach them the functionality of the handsets.
In order to aid knowledge retention around the phone’s functionality and improve customer service, Dynamic recommended an On Top Helper ™ approach to complement the classroom training. The helpers provide users with instant on demand help for any phone related query or task. The helpers sit on top of the application and are designed to promote best practice, reduce errors and the reliance on manuals and key colleagues. It would have been impossible for staff to remember and retain all the phone’s functionality from the classroom sessions alone so the helpers could be called upon, as and when required, for tasks such as call transferring, voicemail and teleconferencing.
The helpers used a mixture of simulation and text to demonstrate and illustrate the key functionality in a concise and easy to understand format.
Two levels of support were required; a basic level user and a super user level with the helpers launched from a link on the Council’s intranet.