Achieving More with Less:
Chatbots Help 10,000+ New Employees Surpass Revenue & NPS Goals
A major national-scale telecom company operating in various B2C, B2B, and B2G segments was faced with the urgent need to quickly onboard and integrate its new employees, of which nearly 10,000 were being added annually across the company's home market. The goal was to provide the best level of service to customers, standardize employee performance, and create a unified public face of the company, with the overarching objective of improving both revenue and profitability.
Description
Solution
An online training course was developed using a mobile-based chatbot delivery method. Three chatbot characters were created to train new employees: an experienced employee, a customer, and a subject matter expert. The training system allowed new employees to quickly access necessary information, complete tasks, receive feedback, and mitigate instances of stress and anxiety arising from the employee onboarding and training process.
As a result of implementing the program, the company met its goals of maintaining NPS levels, meeting financial plans with new employees, and reducing turnover. The training system was successfully implemented for 10,000+ new employees, encompassing all the key business segments of the company. The company's standards were unified and cases were tailored to each specific business segment, allowing the overall project to be completed efficiently and cost-effectively.
Results
This case study highlights the effectiveness of online training using mobile-based chatbots to quickly onboard new employees and create a unified public impression of the company. The three-character training model allowed employees to quickly learn the necessary skills and improve customer service.