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A Complete eLearning Solution for Contact Centre Onboarding
Effective induction training helps organisations to improve compliance, reduce time to competency and trim costs. When we launched new contact centre onboarding training for Lloyds Banking Group staff, attrition dropped from 20% to 5% within just three months.
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Faster onboarding and great ROI for Lloyds banking group
The ins and outs of business banking can be tricky to get your head around, and when it’s accompanied by outdated computer systems and humdrum training, it’s no surprise that many new recruits run for the hills.
Recruiting and training people for banking jobs is an expensive business. With one in five recruits dropping out before finishing their training, Lloyds Business Banking needed to rethink their approach to training their contact centre staff.
The Can Do
We came up with a complete solution to move Lloyds away from a “death by PowerPoint” approach to training their contact centre staff, and give their learners a real taste of the work they would be doing with their customers.
Lloyds were thrilled by the results that our programme delivered for their contact centre staff.
After just THREE MONTHS:
Induction attrition had dropped from 20% to 5%
Call maturity (ability to answer a query in one go) for new advisors rose from 62% to 86%
The average after-call work time dropped from 2 minutes to 45 seconds
Trainees who practised using Day One were more confident and competent than those who hadn’t
Lloyds achieved a complete return on investment in just three months
“A critical success factor for us was to ensure we had new colleagues who were competent in the use of the systems when they left their learning event. A key enabler of this was the ‘Day One’ system.
I have received excellent feedback from the trainers, recently giving ‘Day One’ a Net Promoter Score of 96 for ease of use which only serves to highlight how integral ‘Day One’ has been to the success of the programme.”
Help with elearning for your contact centre? Can Do
Whatever your training requirements, the Day One can deliver on them with a bespoke solution.
Want to learn more? Contact us for an informal discussion about your needs.