Case Studies:
Case 1: Major Healthcare Company
Problems:
• Call center onboarding was too complex
• New agents were exiting the organization – they felt no confidence to take calls
• Lack of motivation – they couldn’t cope with the level of skills needed to address customer enquiries
• Too many systems to work with and hard to guide newcomers through
• Training the agents wasn’t effective – the learning was not embedded and was soon forgotten
Play4Business Solutions:
• Ensure that the onboarding curriculum was re-structured in a logical way so that it flowed well
• Call Center agents participate in both live training and in self-study time, where they are able to consolidate their learning via following and practising with screen recordings.
How it works now:
The training is now delivered as micro learning: a solid blend of in-person training delivered via virtual classroom, personal coaching and self-paced elearning modules.
This use of a rich mix of different modes of learning is in line with modern adult learning principles to engage learners and embed the learning so that they grow in confidence to handle different situations.
End result:
• Reduced turnover
• More engaged team members
• Faster process for achieving job readiness
Case 2: Major Engineering Firm
Goal:
Create a learning program that would be suitable for their leadership development.
Teams were either working remotely or in their global offices and the leaders needed a basket of skills to assist them in leading hybrid teams.
Fastest Solution
Elearning module: Lead a Blended Team.
• Contained the key content needed for training over 100 leaders.
• Filled with examples, scenarios, videos and downloadable PDFs that aligned sufficiently with the needs of the business.
• Some adaptations and changes were made to incorporate specific company messaging and points of emphasis.
End result:
• Good communication with a hybrid team to set them up for success
• Better take at building team motivation
• Know-how to give constructive feedback when required
