Key Performance Indicator based Multimedia Interactive Teacher for Sri Lanka Telecom

Abstract

This project is developed to conduct a training program for the Regional Offices of Sri Lanka Telecom. The Regional Telecommunication offices mainly interact with the customers through their Customer Operations. Satisfying the customer with a high quality service within a minimum time frame is their main intension. Therefore they have defined a Key Performance Indicator (KPI) of 15 minutes to serve a customer. To support their customer service operations they use an Operations Support System and a Billing Support System. The training given for the employees on using these systems are currently a class-room based training conducted in a separate training center. Due to geographical distance barriers and time allocation problems, the trainees get mainly a theoretical training with less practical and their knowledge is only tested using a test paper; theoretically . The competency of the agent handling the customer is not challenged here, and with the limited time frame, enough knowledge and practice is not provided. Due to that, many problems arise in achieving the required Key Performance Indicator (KPI) for the unit operations defined by the organization. Therefore after thorough analysis this Moodle based Virtual Learning Environment with Multimedia contents and simulations has been developed to provide the regional employees with an on-site training, where their knowledge will be tested theoretically as well as practically. Using Moodle as the e-learning framework, the system includes multimedia based contents developed using coding tools such as PHP, XHTML/CSS and Ajax. Several e-learning theories have been identified suitable for the situation and used in creating the product. The final product consists of an e-learning environment with several lessons including theoretical lessons, video tutorials and practical sessions. Every module has test components to test the learners‟ knowledge. This report describes the procedure used to create this self-paced Virtual Learning Environment for this organization, with multimedia based interactive sessions, in order to improve learner skills to achieve the target KPI