(screen shot from Counting Cash course)
Why does the bank need a new teller-training program? Because people don’t know how to count back change. It is a ‘ lost art.’ This comes from a WSJ article Expanding Banks Bemoan Lack of Qualified Tellers. Lost art? No surprise here. Just put a contactless smart card in your back pocket, walk up to the counter and aim your butt at the terminal to buy something. Who carries (or counts) cash?
The article didn’t say but we must assume the training was created because the bank was losing money “wrong change, taking too long to count change, ticked off customer, etc. The analysis must have pointed to the need for basic math skills.” A lost art.
Coincidentally, one of our Excellence in Learning Awards entries this year is called Counting Cash. It’s an e-learning course developed by TRC Interactive that teaches tellers how to organize their currency, how currency is strapped and how it is counted. Moreover, it helps tellers understand the importance of balancing and who is affected when they don’t (ah haa! the problem!). The e-learning course took approximately 80 instructional design/developer hours using Photoshop, Dreamweaver, and Flash.
How does one learn how to count cash online? I’m so glad you asked! The learner has to click bills in consecutive order, and sort using drag & drop exercises. Teller trainees learn how much money is in each strap and are tested with short exercises. Videos help illustrate how successful tellers count cash and the entire course has audio. Corrective feedback is provided along the way. At just 80 hours of instructional design time, it’s a pretty efficient, effective way to teach incoming trainees a ‘lost art.’ Using e-learning to reach a high-turnover, large audience that is geographically dispersed is good for addressing this particular problem.
Incidentally, I noted when linking to TRC Interactive’s site that they have a 12-page white paper, Determining the Right Solution for Training Tellers that you can download (you must fill out a form first).
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