WO1995014983A1

WO1995014983A1 - Training system

Info

Publication number: WO1995014983A1
Application number: PCT/GB1994/002574
Authority: WO
Inventors: Anthony James Miller
Original assignee: Frizzell Financial Services Limited
Priority date: 1993-11-26
Filing date: 1994-11-24
Publication date: 1995-06-01
Also published as: GB2284294A; AU1073595A; GB2284294B; GB9324348D0

Abstract

A system for training a computer operator, comprising: a computer system for use by the operator; audio means (5) for replaying pre-recorded audio information to the operator; and control means (6) for controlling the audio means (5) to allow the operator to select a portion of the audio information to be replayed.

Description

TRAINING SYSTEM

The present invention relates to a training system for training computer operators, for example telesales personnel.

In many businesses computer operators are required to take instructions by telephone and enter information received by telephone into a computer. This is the case, for example, in insurance businesses where operators enter into a computer details of a proposal received by telephone from a potential client. The computer can then calculate the cost of the required insurance and generate the relevant documents. Hitherto it has been difficult to train operators to use such systems. Written manuals do not simulate telephone instructions, and instructors are expensive to employ.

According to the present invention there is provided a system for training a computer operator, comprising: a computer system for use by the operator; audio means for replaying pre-recorded audio information to the operator; and control means for controlling the audio means to allow the operator to select a portion of the audio information to be replayed.

This system allows the trainee to operate the computer in response to the audio information, which may suitably simulate telephone instructions or data to be entered by the trainee. No manuals or instructing personnel are required, although these may be used if desired. It has been found that the system considerably shortens the time needed to train operators and also improves the retention capability of the trainee because of the high levels of concentration required.

The computer system preferably also includes: input means for receiving input from the operator in response to the replayed audio information and producing operator result data in response to that input; memory means for storing a set of ideal result data defining the results of the operator following the instructions correctly; and comparison means for comparing the ideal result data with the operator result data to determine whether the operator has followed the instructions correctly. This allows the system to assess the operator's ability or skill. The ideal result data preferably defines an end result of the instructions being followed correctly rather than, for example, individual keystrokes.

Preferably, the computer system also includes memory means for storing a set of initial training data, and the operator result data is produced by processing the initial training data in response to the operation of the computer system by the operator.

Preferably, the audio information comprises a plurality of portions of information, each including instructions for at least one task to be performed on the computer system by the operator. In this case, the initial training data may suitably relate to at least one of the portions of information. The comparison means of the computer system may compare the ideal result data with the operator result data to estimate the skill of the operator in performing the task(s).

The present invention will now be described by way of example with reference to the accompanying drawing which is a schematic illustration of a computer system.

The training system shown in the drawing comprises a computer system including an operator's workstation 1, with a keyboard 2 and a VDU (visual display unit) 3, linked to a mainframe 4 as part of a computer network; and a DAT (digital audio tape) player 5 for playing a tape on which is stored audio training information for a trainee operator to listen to. The mainframe has storage means 4a. The training information includes information simulating audio instructions, for example instructions given by telephone. The trainee can control the DAT player by means of a control panel 6 wired to the DAT player. During training the trainee listens to the audio information and operates the workstation accordingly. The trainee's speed and accuracy of operation can be assessed and used to judge the trainee's skill.

In more detail, the computer system runs a training program which simulates at the workstation 1 the program for which the operator is to be trained. This simulation is suitably provided as part of the customer enquiry section of the program for which the operator is to be trained (the "live" program). Where necessary, the workstation has access to a training database containing training data which can be manipulated or referred to by the trainee. This simulates "live" data available to the live program, but can be configured to correspond with the audio instructions to be given to the trainee. Preferably, the training program is unable to access the live data, to avoid any risk of the live data being amended by the trainee. Also, the training program may be configured to prevent the printing of documents by the trainee. The training database may be set up as a series of file libraries containing components, support data and training data, which are suitably stored at the mainframe (on storage means 4a) and accessed by the workstation via the link to the mainframe.

The DAT player 5 (suitably a Sony PCM2300 DAT player - or other such player that allows recordings to be number- coded) is loaded with a DAT tape pre-recorded with a series of instructional training cases, each of which simulates one or more sets of telephone instructions. A telephone-type headset 7 (suitably an Aspect headset) is connected to the DAT player via a volume control 8 to allow the trainee to listen to the instructions. The control panel (suitably a Quadrant Video keypad) , which has easy-to-use keys and includes stop and search facilities, can be operated by the trainee to select the training case that is to be replayed, and to control the replaying of the instructions by pausing the tape or searching through the tape. At the beginning of each training case on the tape lead instructions for the trainee on how to operate the control panel are included.

Each part of the training program gives instructions to the trainee vio the VDU on which number-coded portion of the training tape is to be played to allow the trainee to train on that part of the system, for example by displaying "Press tape recorder button 2".

When the trainee is to begin training on the system he selects a part of the training program and follows the instructions given on the VDU to enter on the control panel 6 the number of a particular training case (the number corresponding to the number-coding of the recording of that case on the DAT tape). This causes the DAT player to automatically cue the tape to the appropriate section and then play that number-coded section of tape from its start location to its end location. The trainee listens to the pre-recorded instructions and/or data and operates the workstation accordingly, to carry out a task according to the instructions, for example to enter or amend data according to the instructions.

The computer system stores details of how the trainee should complete the task and by comparing this with the actual result can collect information on the progress, speed and accuracy of the trainee, so as to allow the skill of the trainee to be assessed. The computer system measures the time taken by the trainee to complete the task. The trainee can be gauged against a company standard and his performance on each case rated. The trainee' s accuracy and time taken to complete each task there are displayed on the VDU as a bar chart for comparison against the company standard, so that the trainee can see his progress to date.

A manual 9 containing training bullet points is available for use by the trainee. The trainee's headset 7 may be linked by telephone (indicated generally at 10) to a training manager who can answer the trainee's queries.

A number of training units, each with a workstation, a DAT player, a control panel, headphones and a volume control, can be provided to allow a number of trainees to be trained simultaneously. Each unit uses an individual copy of the instructional DAT tape so that each trainee can train at his own pace. When the instructions come to be changed, a single amended master tape is created and then copied to produce new tapes to be used at each training unit. Where the training data is stored at the mainframe it may, if necessary, easily be amended at the mainframe so as to allow it to supply the new data to all the training units. This method offers a high speed revision of training material at a pace hitherto unknown.

Claims

CLAIMS :

1. A system for training a computer operator, comprising: a computer system for use by the operator; audio means for replaying pre-recorded audio information to the operator; and control means for controlling the audio means to allow the operator to select a portion of the audio information to be replayed.

2. A system as claimed in claim 1, wherein the said portion of the audio information includes instructions for the operator to operate the computer system; and the computer system includes: input means for receiving input from the operator in response to the replayed audio information and producing operator result data in response to that input; memory means for storing a set of ideal result data defining the results of the operator following the instructions correctly; and comparison means for comparing the ideal result data with the operator result data to determine whether the operator has followed the instructions correctly.

3. A system as claimed in claim 2, wherein the comparison means compares the ideal result data with the operator result data to estimate the skill of the operator.

4. A system as claimed in claim 2 or 3, wherein the ideal result data defines an end result of the instructions being followed correctly.

5. A system as claimed in any preceding claim, wherein the audio information includes data to be entered into the computer system by the operator.

6. A system as claimed in any preceding claim, wherein the audio information simulates instructions given by telephone.

7. A system as claimed in any preceding claim, wherein the audio information comprises a plurality of portions of information, each including instructions for at least one task to be performed on the computer system by the operator.

8. A system as claimed in claim 7, wherein each task requires the use of a single part of the computer system.

9. A system as claimed in claim 7 or 8, wherein upon selection of a portion of information by the operator the audio means replays only that portion of information.

10. A system as claimed in any preceding claim, wherein the computer system includes memory means for storing a set of initial training data.

11. A system as claimed in claim 10 as dependant directly or indirectly on claim 2, wherein the computer system includes: processing means for processing the initial training data in response to the operation of the computer system by the operator to produce operator result data.

12. A system as claimed in any preceding claim, wherein the audio means is a DAT player and the audio information is stored on DAT tape.

13. A system as claimed in claim 12, wherein the control means is a control panel connected to the DAT player to control it to play only a selected number-coded portion of the DAT tape.

14. A training assembly comprising a plurality of systems as claimed in any of claims 1 to 13.

15. A training assembly as claimed in claim 14 as dependant directly or indirectly on claim 2, wherein the systems are connected to a data storage means which provides for each system the memory means for storing the set of ideal result data.

16. A training assembly as claimed in claim 15, wherein a single set of ideal result data is stored for all the systems.

17. A system for training a computer operator substantially as herein described with reference to the accompanying drawing.

18. A training assembly substantially as herein described with reference to the accompanying drawing.