Training needs to be seen as a process, a journey, not an event.

Training in a vacuum, on its own, fails. Every single time. It requires props, structures and processes to ensure accountability, continuity, implementation and support. It also requires a multi-pronged approach. 

CASE STUDY

How we managed a very successful intervention and substantially improved our clients CX (Customer Experience) numbers.

1. Training needs to be seen as a process, a journey, not an event.

Certification must be for more than simply attending a workshop. The above structure provides for creation of a journey that touches on key milestones along the way.

The reigns of responsibility, follow up and accountability can be handed over to line managers of the delegates easily. Internalizing it would save the company money instead of bringing in external consultants as well as ensure an ongoing banter / rapport amongst the teams and their managers. We internalized the process to ensure this entire process journey occurs effectively and involved delegate line managers accordingly.    

2. Is training the answer?

Our clients call center is a busy place. In fact, so busy that the calls received have less then seconds to handle, if all calls are to be answered. Each agent receives approximately 500 calls a day. It would then be a situation where any amount of training would not impact service quality since there is not enough time to manage each call effectively. It’s a workload issue and not a training issue.

By highlighting that we ensured workloads were realistic and managed. 

Similarly, access to the product (hotels) and their facilities was not possible due to geographical locations and distances. Without understanding and knowing the product one cannot be effective in sales. Cannot answer questions, cannot highlight the features & benefits, cannot link it to what the customers are looking for etc. 

Understanding the product is a must. And I don’t mean superficially. Its surprising how many sales people I have trained that had been working there for several years but could not answer questions on a deeper level about the product and how it works. Immersion 1.0 was the answer.

Product immersion: Not just information on the product, but a deep dive on how it works, what are the benefits, how to connect them to customer needs etc. An extensive study was carried out for them.

3. Accountability

People attend a training workshop, go back to their desks, and deadlines, targets, phone calls, pressure kick in. They forget about what was covered and go back to their hectic schedules. Noone ever asks them about what they covered how they plan to implement lessons learnt in the workshop, why should you be sent back to more training sessions etc. They simply rejoin the workforce and that is the last anyone hears of that training program. Accountability must be part of the parcel and must include line managers who should help implement and hold delegates accountable.

We created templates to report on progress, we held a session for line managers not only to acquaint them on the material being covered but also how to engage the delegates post training and ensure implementation of lessons learnt.

A follow on session was held a month and a half later to not only assess what level of implementation was taking place but also as a refresher / reminder on what was important and had to be executed not only remembered. Since they were held accountable and answerable in front of their colleagues and line managers, the prep that went into this session by the delegates was evident.

4. Success shared / celebrated

The glue that holds it all together is reinforcement of positive behavior and sharing as well as celebrating the success stories. This is done at micro as well as macro levels and everyone can share these stories on an online portal. Celebrating success in itself is a huge aspect of ensuring that people get to understand different ways of implementing lessons learnt and also putting their efforts in front of all to share. Celebrating small wins, milestones along the way aids in keeping the momentum alive and not waiting until the big wins are achieved. A sustainability aspect was imbedded to ensure continuity of this intervention even post workshops.

In the end, putting elements in place around the intervention and not only depending on the intervention itself, is the key. There are myriad ways in which this can happen and we are happy to work with your teams to ensure your initiative is a success and not simply a day delivery job.

Uzair.hassan@3hsolutions.biz