Effective new hire training plays a decisive role in reducing turnover within the first 180 days. Our program provides the comprehensive onboarding team members are looking for to feel empowered and equipped for success, thereby fostering long-term commitment.
Practically speaking, this means creating concise and compelling content. We build content that shines meaningful light into your services and is wrapped in essential skills crucial for delivering exceptional customer experiences.
Customer-facing team members
We design clear and easy-to-follow content that covers all your new hire training needs while being deeply rooted in your brand, culture, and goals
Knowledge training, including
Skills training, including
We integrate adult learning principles into every aspect of our program to achieve our mutual goal for your new hires: effective retention of information, quick adoption, and consistently great execution.
Our CEB played a crucial role in reshaping our agents’ outlook, fostering a unified approach to “service” and “sales”.
Throughout our multi-year partnership, e2G developed an in-depth understanding of our business and people. This enabled them to proactively offer insights and recommendations, ultimately enhancing the quality of every project.
This enduring relationship has had a profound impact on our agents, leaders, and in turn, our valued customers and business success.
Though TELUS’ far shore outsourcers achieved sales, their CSAT study revealed high levels of customer dissatisfaction. Attempts to balance “service” and “sales” through their “Solution Selling” initiative yielded minimal success.
Process Improvements
Change mindset and promote a balanced approach to sales leveraging TELUS’ customized CEB. To crystalize what “balance” looks and sounds like, and most importantly, how to deliver it, build tailored content and learning journeys that
Moreover, to support the mindset shift and boost business success via CEB excellence
Improvement in CSAT
Improvement in Sales Conversion
Improvement in Order Value
TELUS’ deployment of these learning programs delivered tremendous returns, as reflected in the stellar improvement in customer satisfaction, particularly in their Likelihood to Recommend results. They also enjoyed boosts to their sales results, new hire retention, AHT, and ESAT!
With their 12 certified Master Coaches, combined with a comprehensive library of resources — including nifty content like 20 CEB training videos and 12 Agent Sales Workshops — TELUS secured a clear strategy to support sustainment and fuel innovation.
We achieved improved engagement and efficiencies thanks to the strategic restructure of our new hire training.
This initiative allowed us to reclaim 5 days, which were then allocated towards more extensive practice sessions and role plays with our new hires.
Wanting to build greater efficiency and effectiveness in New Hire Training, BMO InvestorLine planned to repackage traditional in-classroom training into virtual training.
The start of COVID-19 also signaled the need to establish contingency measures for uninterrupted people development.
Build a comprehensive and immersive online curriculum incorporating:
Improvement in New Hire attrition
Improvement in Knowledge retention
Improvement in AHT vs historical baseline
Leveraging their 59 knowledge-based eLessons and 28 skill-based eLessons, leaders appreciated the consistency in material, ease of delivery, and evaluation. BMO InvestorLine’s decision to move training online was definitely the right call to realize their vision: reduced time, effort, required resources for New Hire training rollout, and downtime.
And learners embraced this dynamic and engaging method too! With learning paths tailored for their distinct group, it was clear to see BMO InvestorLine’s commitment to set them up for success. Motivation: Activated!
Coaching Fundamentals reshaped our understanding of “coaching”. Implementing these concepts and methodologies, our leaders across Canada and throughout our global centres, quite simply transformed our culture.
Consequently, we enhanced our consistency in prioritizing both customer and employee needs, fostering a more customer-centric and employee-centric environment.
Wanting to break away from the lackluster service the Telcom industry was known for, TELUS set their sights on being a market leader by excelling in all KPIs, starting with Customer Satisfaction.
Unify definition of exceptional CX and skills needed to execute consistently.
Build tailored content that support TELUS’ vision of Best in Class CX. Specifically, target the main groups at the heart of this movement and design curriculums that
Improvement in CSAT
Improvement in Repeat Calls
Improvement in ESAT
TELUS’ clear multi-pronged strategy galvanized their teams worldwide, inspiring them to adopt a decidedly customer-centric mindset and collectively shift their culture.
With a global cohort exceeding 1000 graduates in Coaching Fundamentals, among them 25 Certified Master Coaches, TELUS naturally succeeded in moving to the front of the pack.
TELUS’ laser-focus on the customer experience earned them industry-leading KPIs, including the lowest customer churn and lowest customer complaints in the telecommunications space several years running!
Managing numerous clients each with unique requirements poses a challenge for our agents. However, employing a structured and methodical approach to learning complex information has allowed us to fulfill our contractual obligations with ease.
It felt effortless working with e2G. They were very accommodating, tailoring the content specifically for our needs, and remained available afterward to ensure the learning stuck and we got the outcome we needed.
Apple Express was set to launch with a new client who required the highest standards in quality as well as SLAs for deliveries.
Having hired the team of front-line members and leaders, Apple Express needed the right training and development to enable the team in delivering the top-level care for this white glove account.
Design New Hire training to encompass
Then, equip leaders to support the team via building effective coaching and leadership skills.
Met SLAs for deliveries received
On time launch for new client
Attrition among New Hires
This discerning new client was delighted with the seamless transition of their business to Apple Express, praising their dedication to assembling a quality-focused team who took pride in achieving targets!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
Connect with us anytime to ask questions, share what’s on your mind, or discuss how we can help. We value your input and are eager to assist. Whether it’s inquiries, ideas, or challenges, we’re here to listen and collaborate with you towards solutions. We can’t wait to hear from you!
