Kick Start: Role Ready Program
Our client aimed to reinvent their onboarding program for call centre consultants across seven locations, addressing issues like brand inconsistency, lack of interactivity, and an outdated, classroom-heavy approach. This led to information overload, reducing knowledge retention and application.
We designed a 12-week blended learning pathway with over 120 deliverables, including launch webinars, 22 days of content (outlines and slide decks), and interactive tools including the Customer Care Role Ready board game. The program featured 11 assessments linked to the internal LMS, progress passports, and a leader toolkit. To encourage peer support, we implemented a buddy system with workshops. We also trained internal trainers through three sessions and created a range of multimedia resources, including welcome videos, persona films, and 30 recorded dummy calls. This comprehensive approach ensured smooth execution, enhanced engagement, and improved results.
Outcomes
Internal metrics
The final learning solution was a resounding success for the client, surpassing all internal success metrics.
Confidence & competence
Leaders observed a boost in confidence and speed to competence among new team members.
Persona films
Be Learning created four customer persona characters to spark emotional connections to the content. By tackling real-world challenges new starters applied knowledge in meaningful ways, driving empathy, action and impactful results. Even years later, these personas continue to resonate, proving their lasting influence.
Feedback
“I thought I would never remember all this on Day 1 and now I am operating two screens easily. I can’t believe it!”
"It seemed overwhelming at first and I thought it would take me a long time to understand everything. I never would have imagined 3 years later I would be a Team Manager."
.jpg)
