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HP Saves Money and Improves Accuracy Situation Customer support agents staffing the phone lines in Hewlett-Packard's call centers are required to master an overwhelming amount of information. To answer the wide range of customer questions quickly and accurately, agents must know the HP desktop computers inside and out—from system setup and troubleshooting, to understanding how HP's products interact with other vendors' equipment. Challenge HP's biggest challenge was the sheer volume of information and the pace at which it changed. Customer support agents needed a training program to keep them up-to-date with new and ever-changing product information. Training course materials produced for North, Central, and South America would need to be duplicated in Europe and in the Asia-Pacific region using different technologies and software. In addition, the courses needed to be structured so that they could be easily and inexpensively updated from a continuous stream of new product specifications and other important information. Solution Because HP was reducing its in-house technical writing services, the company decided to outsource documentation and training. After investigating several sources, HP chose Lasselle-Ramsay because of its reputation for delivering quality work on time and its wide range of services, including technical writing, editing, production, and online communications. Lasselle-Ramsay first developed a core curriculum for new customer support agents and service technicians that covered the basic information on HP desktop models, the HP call-tracking system, knowledge database and support windows, hardware basics, and details on HP peripherals. Although it would have been easier to start with the introductory courses and then progress to the more advanced, the background information and HP technicians were not always available. Therefore, Lasselle-Ramsay had to work on different courses simultaneously. The firm's ability to add and subtract staff as needed reduced production time for the entire project and produced considerable cost savings for HP—in the $100,000 to $200,000 per-year range. "We have been working with Lasselle-Ramsay for over four years, Not only would I recommend them, I have done so many times." —Richard Moyer Technical Training Manager Hewlett-Packard   Read the HP Case Study

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