With 10,000 new employees hired annually, a large federal telecom company approached Morgan Impact to ensure that these new hires would create the best impressions for customers, maintain high Net Promoter Scores (NPS), and meet revenue targets.
Customer development research confirmed that employees learn best when paired with experienced colleagues but suffered from lack of immediate feedback from customers and coworkers in their early days. This created two opportunities for Morgan and her team: First, to create a standard yet personalized learning experience. Second, to develop an innovative online training solution.
Through collaboration with chat bot learning partners, the training was delivered entirely online through mobile phone chatbots featuring three key characters: an experienced employee, a standard customer, and a knowledge bearer (polite term for a know-it-all). Simulations of real life challenges such as accommodation for different time zones and data protection issues were implemented. This solution allowed for simulation reality experiences that traditional role playing or shadowing couldn’t.
New employees learned through completing practical tasks and solving problems while receiving immediate corrective feedback from bot characters representing clients, experienced colleagues, and knowledge experts. Rapid learning and application of skills developed in a low-stress environment, affording the pressure to scale according to the needs of the training staff in a controlled atmosphere. Not too little to become complacent, but enough to emphasize the gravity of the position.
The project had three key objectives:
1. Maintain high NPS levels
2. Ensure new employees meet financial targets
3. Reduce turnover rates among new hires
The solution was implemented for 10,000 employees simultaneously, covering various business segments. The chat bot format allowed for the delivery of company standards while also providing segment-specific case studies, resulting in an economical and optimized solution to a large-scale challenge. As this company provides B2B, B2C, and B2G telecom services, adaptability for different sectors of clients made all this possible.
All objectives were met by the project’s conclusion, resulting in marked improvements in NPS, financial performance of new employees, and reduction in costly turnover rates. Technology-driven approaches to onboarding, when proctored by an expert, can overcome complex organizational challenges and improve employee and customer satisfaction.
Customer development research confirmed that employees learn best when paired with experienced colleagues but suffered from lack of immediate feedback from customers and coworkers in their early days. This created two opportunities for Morgan and her team: First, to create a standard yet personalized learning experience. Second, to develop an innovative online training solution.
Through collaboration with chat bot learning partners, the training was delivered entirely online through mobile phone chatbots featuring three key characters: an experienced employee, a standard customer, and a knowledge bearer (polite term for a know-it-all). Simulations of real life challenges such as accommodation for different time zones and data protection issues were implemented. This solution allowed for simulation reality experiences that traditional role playing or shadowing couldn’t.
New employees learned through completing practical tasks and solving problems while receiving immediate corrective feedback from bot characters representing clients, experienced colleagues, and knowledge experts. Rapid learning and application of skills developed in a low-stress environment, affording the pressure to scale according to the needs of the training staff in a controlled atmosphere. Not too little to become complacent, but enough to emphasize the gravity of the position.
The project had three key objectives:
1. Maintain high NPS levels
2. Ensure new employees meet financial targets
3. Reduce turnover rates among new hires
The solution was implemented for 10,000 employees simultaneously, covering various business segments. The chat bot format allowed for the delivery of company standards while also providing segment-specific case studies, resulting in an economical and optimized solution to a large-scale challenge. As this company provides B2B, B2C, and B2G telecom services, adaptability for different sectors of clients made all this possible.
All objectives were met by the project’s conclusion, resulting in marked improvements in NPS, financial performance of new employees, and reduction in costly turnover rates. Technology-driven approaches to onboarding, when proctored by an expert, can overcome complex organizational challenges and improve employee and customer satisfaction.