The Challenge: For two years, United had been issuing electronic tickets, but there were serious inconsistencies. A survey of 6,000 customer service representatives (CSRs) showed that CSRs were performing system tasks differently and taking longer than they needed to complete certain operations. United needed to do something.

Earlier electronic ticketing training had taught the basics. But United realized that CSRs needed more… Like best practices, and how to "work the system" to fill customer needs. They required intensive hands-on practice.

The company had to train thousands of CSRs dispersed throughout the world, while spending less money. And United needed a product that could be used to effectively train new hires in the complexities of electronic tickets.

The Solution: Interactive Alchemy developed 22 hours of simulation-based multimedia skill-development training. At its core is a sophisticated software engine that simulates the look, feel, and functionality of United's system.

CSRs learn best practices and build experience in a safe environment by working through realistic customer scenarios. They learn a task by watching and imitating, step by step. Next, they perform the task, aided by online coaching. Along the way they build system skills and customer service skills.

The benefits of the program? United projects a 60 percent decrease in training time and savings of millions of dollars a year in student costs. Plus:

	CSRs are trained and on the job sooner
	Procedures are uniform across North America
	More efficient CSRs provide better, faster customer service
	Costly errors on the job are reduced