Example Ideas Using Vocaroo for Workplace Learning
Vocaroo has opportunity to enhance the learning in the workplace, just as it does in the education field. It provides an opportunity as a reusable learning object to allow self-assessment, a collaborative feedback tool, and a means of assessment.
Assessment Ideas
- In a customer service center, it is important to open and close a call following proper procedure. As a trainer, I could record what that would sound like for the learner. They could play this over and over to help with understanding and duplicating the correct verbiage and tone. The learner could record their attempts with Vocaroo, listen to their attempts, compare it to the example, and self-assess. When the learner feels like they have that skill mastered, a recording can be made with Vocaroo and shared with the instructor.
- Knowing the correct solution and providing the solution in a customer-centric manner are other considerations in a customer service center. A learner could be given a customer query that requires research. The learner shares that solution as it would be presented to the customer by recording the solution with Vocaroo. This is then shared with the trainer. The trainer can assess the recording by what solution was shared and how it was shared with the customer.
- Being able to handle irate customers is a must in customer service. A call prompt of an upset customer could be given, the leaner then would record with Vocaroo their response. The trainer could assess this recording and even provide a Vocaroo recording for feedback.
- Leads or supervisors in the workplace could be presented with an employee issue. This may be included a scenario or metrics score card. The lead/supervisor would record what that coaching session would sound like to assess coaching skills.
- When working with an operations lead, Vocaroo could be used for that individual to explain what changes were made to improve service levels and the impact that actually had on the numbers. These recordings can be used to assess growth in thinking and ability to justify changes versus simply reacting without thinking.
Collaboration Ideas
- Learners could be presented with a tough scenario, particularly one that is a grey area for appropriate solution or an issue that had surfaced that week. The trainer may choose to have the team solve the issue versus simply providing the solution. This may be presented in a discussion forum if the company has such a feature or in a weekly training blog. Learners then respond through Vocaroo for what they think should be said to that customer. Learners can comment to those recordings using text by explaining why they support that approach or by providing alternatives.
- Given changes in a quality rubric, learners could be given a call sample to score. Learners could share the score and record areas that needed improvement to share how it should have been handled. Others could then comment on each other’s thoughts to help better understand the quality rubric scoring.
- In face-to-face new hire training, a customer query could be presented. Using a think-pair-share structure, trainees research the solution and then record their solution (think). Each trainee can present their solutions to a partner (pair) and then ideas shared with whole training group (share) by select individuals sharing their recording and entire group discussing the correct solution.