{"id":51971,"date":"2023-10-12T17:34:14","date_gmt":"2023-10-12T17:34:14","guid":{"rendered":"https:\/\/www.gpstrategies.com\/?post_type=case-study-cpt&#038;p=51971"},"modified":"2025-03-06T19:52:25","modified_gmt":"2025-03-06T19:52:25","slug":"hybrid-elearning-program-delivers-greater-customer-service-and-employee-retention-rates","status":"publish","type":"case-study-cpt","link":"https:\/\/www.gpstrategies.com\/our-work\/hybrid-elearning-program-delivers-greater-customer-service-and-employee-retention-rates\/","title":{"rendered":"Hybrid eLearning Program Delivers\u200b Greater Customer\u200b Service and Employee Retention Rates\u200b"},"content":{"rendered":"\n<p>This telecommunications and digital services company has been active in Brazil for almost two decades. It serves almost 50 million customers with more than 90,000 employees and partners.&nbsp;The telecommunications landscape is rapidly evolving, and customers have many choices for service providers; therefore, the company distinguishes itself in the market by developing digital innovations to bring people together.&nbsp;\u200b\u200b<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u200b\u200bChallenge\u00a0\u200b\u200b<\/h2>\n\n\n\n<p>The company identified a need to increase the quality of customer service and reduce employee turnover rates.&nbsp;\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bThe call\u00a0center\u00a0department of this company specifically identified a need to meet the following objectives:\u200b\u200b\u00a0\u200b<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Increase the sense of belonging of the employees (who are mostly in their first job).\u200b\u200b<\/li>\n\n\n\n<li>Improve service performance with a focus on humanized service.\u200b\u200b<\/li>\n\n\n\n<li>Reduce employee turnover rates.\u200b\u200b<\/li>\n<\/ul>\n\n\n\n<p>\u00a0\u200bWith the advance of technology and self-service channels, such as interactive voice response (IVR), apps, and chatbots, customers can solve many issues on their own, even making changes to their contracted services. This makes the process of care through human contact increasingly important and challenging from a quality-of-care standpoint.\u200b\u200b<\/p>\n\n\n\n<p>\u00a0Working in collaboration with the learning management team, GP Strategies proposed a continuous training program for employees focusing on the development of\u00a0behavioral\u00a0skills that could result in a stronger sense of belonging for employees and better customer service performance. The program\u2019s audience consisted of call\u00a0center\u00a0supervisors and operators throughout Brazil. Some of these employees work remotely, so the company needed a training program that could reach the audience through digital channels.\u200b\u200b<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u200b\u200bSolution<strong>\u00a0\u200b\u200b<\/strong><\/h2>\n\n\n\n<p>As a result of the company\u2019s need, GP developed a hybrid eLearning program that included synchronous virtual and asynchronous learning moments. The program trained 1,283 employees in a call&nbsp;center&nbsp;area, including 149 supervisors and 1,134 operators over six-months. The content of the training consisted of continuing&nbsp;behavioral&nbsp;education focused on increasing employees&#8217; sense of belonging in the company and improving customer service.\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bGP Strategies began with an empathy map with a profile of the call\u00a0center\u2019s\u00a0employees. Consultative immersions were carried out in the client&#8217;s environment to understand daily work needs. For 30 days, GP interviewed employees to map their needs to the performance needs of the organization.\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bBased on the empathy surveys and the needs of the business area, GP Strategies presented the hybrid continuing education program that would improve and promote:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Quality of service\u200b\u200b<\/li>\n\n\n\n<li>Collaborative culture\u200b\u200b<\/li>\n\n\n\n<li>Self-directed learning\u200b\u200b<\/li>\n\n\n\n<li>Satisfaction with work\u200b\u200b<\/li>\n\n\n\n<li>Talent retention\u200b\u200b<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200b\u200bResults\u00a0\u200b\u200b<\/h2>\n\n\n\n<p>During the development of this learning program, the company and GP Strategies identified several key performance indicators (KPIs). One of the main KPIs was the participation rate. Through the efforts detailed above, the program exceeded its initial goal by 43%, with 1,283 operators and supervisors opting in (29% of eligible employees).\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bGiven that the program was designed to promote a sense of belonging, leadership, and humanized service, the company and GP identified employee turnover rate as another KPI. Tracking during the program period indicated that untrained employees experienced a much higher turnover rate (15.8%) than that of their trained counterparts, whose turnover rate was just 3%. This positive variation confirmed the program\u2019s effectiveness as a valuable tool for employee development and retention.\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bTo evaluate participants\u2019 satisfaction with the training, a reaction survey was conducted where participants rated the training on a scale from 0 to 5. For other call\u00a0center\u00a0training programs targeting the same audience during the same period, the average rating was 4.68; the average rating for the program was 4.73.\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bTo determine the recommendation score, participants were asked to rate the program on a scale of 0 to 10. The average score for other courses in the period was 9.11, whereas the average score for this program was 9.23.\u200b\u200b<\/p>\n\n\n\n<p>In addition, the team measured several more technical KPIs related specifically to the call\u00a0center\u2019s\u00a0performance such as customer\u00a0satisfaction\u00a0surveys, quality evaluations, the number of transfers, and time of service, among\u00a0others.\u00a0\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200bAs a group, the program\u2019s participants showed improvements in all KPIs, demonstrating the program\u2019s effectiveness in improving call\u00a0center\u00a0performance.\u00a0\u200b\u200b<\/p>\n\n\n\n<p>\u200b\u200b<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A telecommunications and digital services company in Brazil that serves more than 50 million customers Identified the need to increase a sense of belonging among call center employees, improve customer service performance, and reduce employee turnover rates.\u200b<\/p>\n","protected":false},"featured_media":51486,"parent":0,"menu_order":0,"template":"","industry":[53],"case-study-category":[347,321,354,323,330],"class_list":["post-51971","case-study-cpt","type-case-study-cpt","status-publish","has-post-thumbnail","hentry","industry-technology","case-study-category-blended-learning","case-study-category-learning","case-study-category-learning-delivery","case-study-category-learning-innovation","case-study-category-tech-trng"],"pp_statuses_selecting_workflow":false,"pp_workflow_action":"current","pp_status_selection":"publish","pp_force_visibility":null,"pp_subpost_visibility":null,"pp_inherited_force_visibility":null,"pp_inherited_subpost_visibility":null,"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - 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