DPG Media - Onboarding KCC

Case

"Make our KCC one of the best KCCs to contact and work for."

Client

DPG Media - Onboarding KCC

Year

2023

Track

Onboarding KCC
Issue

The issue

Reduce our unwanted turnover of people who come in new AND increase our conversion rate. Also make sure that the training we offer is so attractive and No More Boring Learning that we can advertise it as an employer.

Challenge

The challenge

All new employees work full-time for the first two weeks, then they start working the hours they signed up for. Work is done in two different locations within two different product groups. New employees had to have a lot of knowledge of all the products and services during the short familiarisation period.

Solution

Our solution

We are focusing on two areas: training the internal trainers and coaches as well as redesigning the onboarding process.

In a few days, we taught the trainers and coaches how to deliver training in a modern, fresh and engaging way that makes real impact and fits the KCC's target audience. During these days, we also already started redesigning the onboarding process, so they could immediately apply their new training knowledge to their own new onboarding.

In between learning and redesigning, the trainers and coaches practiced with all the new components and work forms. With that, the new knowledge, new design and new skills came together perfectly.

We designed an efficiently designed onboarding process with gamification, levels and badges full of variety, short forms of practice and a clever structure. As a result, new employees immediately went into action, which suits the target group well. The focus of the training was placed on the relationship with the customer rather than on product and system knowledge, thus training the mindset of the new employees on customer orientation. Product and system knowledge was trained in small chunks via e-learning, battles and exercises.

During onboarding, new employees could earn badges, which were physically handed out. These included badges for product and system knowledge, for good and fun interactions with customers, for achieving certain KPIs and for certain collegial behavior.

To get the new colleagues "on the line" for as many hours of the first two weeks as possible, we designed high-impact and high-energy training sessions of several hours each time, completely focused on one specific part of the job, that the new colleagues could then apply.

Result

Measurable result

68% decrease in unwanted attrition

94% increase in sales

Super positive feedback from participants on training, interest from other business units

Also interested in a Talent Challenge onboarding process?

Make an appointment and we will look at the possibilities!

we are

Brainbakery

When you choose training, you want results. You want your people to learn a lot, you want the time to fly by, and you want results for your organization. Measurable results. That's what Brain Bakery does.

Because of our scientific foundation combined with our No More Boring Learning philosophy, we achieve business results that don't lie.