A two-part VILT program designed for a 15-person support team. Before this training existed, billing calls were holding for close to an hour because only two or three agents could handle them. After training, every agent on the team could.
The support team had been operating with a structural knowledge gap for years. Billing was never part of onboarding. Over time it became something only two or three agents knew how to do, and every billing call landed on them. They were handling their own work and covering the rest of the team. Hold times on billing calls were climbing toward an hour.
When incoming senior leadership acquired the department, closing that gap was the first priority she identified. The timing made it harder: the company was mid-migration from Oracle to Microsoft Business Central. Billing had never been formally taught, and the new system had never been trained on at all. There was nothing to build from and a hard deadline tied to the MBC go-live date. Two months to design and deliver a full two-part program.
The foundation. Covers Salesforce navigation, case creation, and locker troubleshooting workflows. Required before any agent can move to billing. Four new agents joining from another team received formal Part 1 training. Existing agents who had been on the team before the transition were already troubleshooting-trained informally and moved directly to Part 2.
Builds on the troubleshooting foundation. Covers account holds, invoice requests in Microsoft Business Central, aged invoices in Oracle, replacement key and battery orders, Allied locker key workflows, and escalation routing. Designed as standalone for experienced agents or as Part 2 of full onboarding for new hires. All 15 agents completed this training.
The ask was for billing training. What I built first was an understanding of the full learning sequence. You cannot design Part 2 without knowing how Part 1 works, what vocabulary it establishes, and what foundation the learner brings into billing. Building both parts ensured the training was cohesive and that nothing was assumed that had not been taught.
Every section of the facilitator guide is built around a SAY/DO format: what the trainer says to learners, what the trainer does in the system, and a quick reference strip at the bottom of each section. This was a deliberate choice to make the training facilitator-proof. Any qualified trainer can pick up this guide and deliver it consistently without interpreting or filling in gaps.
Billing does not live in one place. Current invoices are in MBC. Aged invoices are in Oracle. Key orders for Allied lockers go through PLS Salesforce, not MBC. The training was structured around how billing actually works, not how someone might wish it worked. Agents leave knowing which system to open before they even know the answer.
The instructional portion ends with a structured shadowing block where agents observe a tenured agent handling live billing calls. This was not a nice-to-have. Billing has multi-step processes across several systems and the gap between knowing a process and executing it under call pressure is real. Shadowing bridges that gap before agents take their first live billing call independently.
"The ask was for billing training. I came back with a two-part program."
Senior leadership commissioned Part 2 only. Before writing a single objective, I pushed back. You cannot design billing training without knowing what foundation the learner is coming in with. Part 1 established the vocabulary, the system navigation, and the workflow logic that Part 2 builds on. Skipping it would have meant assuming knowledge agents did not have and producing training that fell apart the first time a new hire tried to use it. I made the case, the scope expanded, and both parts were built and delivered before the MBC go-live date. The SAY/DO facilitator guide was built tight enough that any qualified trainer could pick it up and deliver consistently without filling in gaps on their own.
The facilitator guide ensures any trainer can deliver this session consistently. The participant guide gives agents a reference they can use during and after training. The training schedule shows the full session structure and timing. The trainer checklist ensures nothing is missed before, during, or after delivery.
Post-training survey feedback was collected at launch. Performance tracking is underway as agents work through their first billing calls independently.
Full outcome data available on the Impact page. View Impact →