This call center client was looking for ways to improve the ramp-up time of their agents. With new hires starting with different competence profiles they were looking for ways to level the playing field. Using our cloud based Web App enabled the client to provide access to a short curriculum of pre-boarding information.
This organization has a pipeline of new products that it is releasing for every sales quarter and wanted a great way to onboard their teams regarding the features and dynamics of the new range. Each quarter the curriculum in the Web App is extended to include the new information.
Many onboarding programs expect new field employees to absorb vast amounts of information in a short space of time. They are then taken back into the field where they learn how to apply the knowledge and complete a written exam. The problem is learners often find it hard to recall what they have learnt and a written exam doesn’t always prove that the new starter is able to apply learning.
The onboarding process for our client’s sales teams, distributed across the US, involved attending training at the company’s central headquarters. New hires were provided with an initial three-week self-directed curriculum of development activities including online, field based activities and one to one coaching from their manager.