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.

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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.

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Measurable result

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