Major Mobile Phone Supplier

Our brief

We were asked to re-design the induction in one of the Customer Contact Centre departments.

The pilot inductions were delivered in February 2007 whilst a control group attended the traditional, existing induction programme.

Key outputs

The results of the group who attended the new induction have been compared with those of the control group and managers have indicated that the those who attended the new induction are providing levels of service which are not only business ready but in many cases above the levels provided by existing staff.

The programme included the redesign of the graduate bay for new starters who have just finished induction training and on the right are some of the comments from existing staff about the quality of the new starters.

Our client measured the results achieved by the pilot group against a control group who attended the old style of induction, with the following results:

  • Accelerated Learning inductees were hitting 'Great Stuff' ratings after only 2 weeks and were on average 11% better than non AL inductees.
  • Average Handle Time was comparable although the proportion of time was more on talk and less on hold than non AL inductees.
  • Accelerated Learning inductees were found to be very low maintenance, happily seeking information to resolve problems. Sought answers rather than trying to hand off to buddy and Team Leader.
  • Confidence and capability were remarked as being noticeably different with Accelerated Learning delegates, a general feeling of calmness and control despite being new to role.
  • Excellent knowledge of processes and systems in comparison with new starters and an ability to seek out information where it was not known.

As one new starter said: "Training has been very enjoyable, much more appropriate in a way that is flexible to the learning styles of others and myself. It built my confidence and ability to make conversations with not just customers, but colleagues too!"