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