Spark

Spark New Zealand is a New Zealand-wide communications service provider. Inspire Group and Spark have enjoyed a long-standing partnership since 2003.

Need

We all remember the earthquake that devastated Christchurch on 22 February 2011.​ At that time, Spark established an “agents working from home model”.

With approximately 300 agents in place throughout New Zealand, Spark needed a revamp the face-to-face induction programme as it had become too costly, time consuming and no longer practical for employees based at home. The big challenge was Spark needed a remote learning solution that would also connect their employees who were based all over New Zealand.

Solution

Inspire Group partnered with Spark to develop a bespoke blended learning solution for their Agents@Home.

After careful analysis of what makes for a ‘great call’ through thorough observation and call analysis we designed a learning solution that focused on the customer, asking ‘What do I need to know and do to deliver to this customer?’ We crafted online learning modules and incorporated video, audio webinars, forums and Q&A sessions. Whew! Naturally we delivered the training but we also created a collaborative and social virtual learning environment where employees could encourage and reward their peers.

Given this was a new way of working and learning we designed a motion graphic to communicate this and support Spark’s strategic direction.

Results

Spark saw more than a 25% reduction in training time, and agents being in operation quicker which meant higher sales.

Due to this success, Spark decided to widen the virtual blended learning model and make a paradigm shift in how the induction process was delivered across different business areas. 

This project has won a few awards too:​

  • Brandon Hall Gold – Best use of social/collaborative learning​
  • ​Brandon Hall Silver – Best onboarding programme​
  • Brandon Hall Bronze – Best use of blended induction
  • Plus 4 – LearnX Awards

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