Situation Summary:
After selling a multi-million-dollar training project, a consulting firm engaged in a Fresh Eye Review with our team. The Fresh Eye Review revealed a disconnect between the planned training assets and design and the expectations of its client. The internal consulting group lacked the expertise and bandwidth to create the needed assets and no internal backup was available to meet the extremely tight timeline. As well, their customer was not open to sub-contracting the work.
The Old Story:
Hiring an outsider would be risky, expensive, and extremely difficult to explain to the client. We’re going to have to figure this out for ourselves and hope for the best.
The New Story:
We changed the story by transitioning from consultants to temporary employees. We then created an entirely new learning path to replace the original lecture-based training curriculum. The learning path included a blended learning solution that ensured that participants not only learned but could also perform their job duties at a high level of proficiency.
Outcomes:
- 100% of new call center agents successfully completed their training
- Performance exceeded expectations for ratings weeks before deadline
- The end-client hired the company again for multiple additional call center startups
