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Real Results. Real Stories.
Turning Your Goals Into Reality
Our Expertise lies in Employee and Customer-facing Content
7. Building the End-to-End Content
Problem Statement
A credit reporting agency faced several training and knowledge management issues. The primary problem was a lack of a structured learning journey; training relied solely on disorganized and complex Knowledge Base (KB) articles, which led to a longer learning curve. This dependency on trainers for knowledge dissemination, combined with the lack of an organized curriculum, resulted in agents misinterpreting customer requests and applying incorrect policies. These learning gaps ultimately led to serious audit implications.
Solution
The solution involved a collaborative effort between the in-house training team and developers, who were upskilled on process and product. The team conducted focused group discussions across different regions to inform the creation of a new learning strategy. The course content was bifurcated into foundational and advanced modules.
6. Sales Academy
Problem Statement
The client needed a comprehensive New Hire Sales Academy framework to train and certify their staff, including recruiters, trainers, operational leaders, and support teams. The goal was to create a cohesive program that would certify all personnel on sales techniques, technology, tools, and objection handling. They also needed to empower coaches to effectively train on sales techniques.
Solution
A comprehensive framework was created to address the client's needs. The solution included certifying recruiters, trainers, and operational leaders through a Master Trainer and embedding an operational Sales Coach within the teams. The program featured three distinct modules, and it certified coaches and supervisors to ensure continuity. We focused on CSAT improvement and reinforcing best practices using role-playing.
5. Implementing Change Management
Problem Statement
The company was challenged with attracting new customers due to a lack of local payment methods across different regions. Existing workflows were inefficient, which led to a poor customer experience.
Solution
We addressed these issues in three ways. The first solution introduced local payment methods, which reduced implementation time and facilitated a global rollout. Our second initiative streamlined workflows for customer experience. Finally, the company enhanced its support structure by offering 24x7 customer support and a formal training for its support teams.
4. Knowledge Management
Problem Statement
The company lacked a centralized platform for its knowledge base, leading to a redundant update management process and increased dependency on support teams. The absence of centralized data made it difficult to assess knowledge efficacy and track dissemination of knowledge updates.
Solution
A new one-stop solution was created to centralize all updates and knowledge. This platform offered a customized and single view for tracking knowledge efficacy and analytics. It allowed for monitoring of knowledge dissemination and provided a centralized location, including periodic knowledge checks, new hire quizzes, and regular dip checks. We upskilled support teams and trainers on the new platform using incorporating experiential learning.
3. Content Overhaul
Problem Statement
The existing training program, which consisted of five-day in-person sessions with videos, was redundant and led to a long learning curve. This is because it lacks hands-on tool practice, does not include content on global diversity and competencies, and has no checkpoints before the final assessment to gauge learner progress.
Solution
Our transformation strategy integrated various formats, including in-person training (ILT), videos, e-learning modules, and simulations for hands-on tool practice. The curriculum was redesigned, with competencies mapped to required skills. We also incorporated formative and summative evaluations, a 360-degree feedback loop, and was made geo-cultural sensitivity, reducing the training timeline from 36 months to just 5 months.
2. Content Redesign Leveraging Gamification
Problem Statement
The complexity of the client’s products affected overall throughput and retention among learners, which in turn negatively impacted customer experience. There was a need to shorten the learning curve, increase retention and application, and unify learning across different geographical locations.
Solutions
The solution involved a complete redesign of the content. To improve engagement and retention, gaming concepts and designs were applied, including a creative, real-life storyline to capture learners' attention. The program was structured around competition with stages, badges and leaderboards. This increased training satisfaction scores, first-pass percentages, and productivity.
1. Insurance Program Sales Conversion
Problem Statement
The company was struggling with a low rate of insurance sales conversions, primarily due to a lack of standardization across the organization. This resulted in a longer learning curve for employees, due to the lack of specific sales program or ongoing continuous education to support them.
Solution
An end-to-end consulting approach was implemented to address these issues. A key part of the solution was creating an end-to-end skills curriculum with an experiential learning environment. Each module was designed to clearly explain the "What," "Why," and "How" of the training content. The program was made flexible, offering both in-person (ILT) and virtual (ViLTs) training sessions.
