situation
A global telecommunications company needed to improve the expertise of their sales channel. Maritz has hosted a Learning Management System (LMS) for this company for some time, but now they needed to drive more sales force participation. They asked Maritz to develop a robust learning curriculum that would not only educate their retail sales force, but inspire them to become brand advocates.
solution
Our solution was to develop a multi-level e-learning curriculum that reinforces key messages through regular, motivational communications.
ELEARNING:
eLearning offers consistent training for every employee, detailed reporting tied to the robust LMS and a dashboard to help link learning to sales performance. It’s cost effective and convenient. For the Sales Rep, it provides easy, 24/7 access to training that they can revisit anytime based on needs. Courses are short, engaging and interactive. It’s a powerful tool to help them prepare for certification.
MLEARNING:
mLearning provides the advantage of training that directly impacts performance in the field. It is ideal for carriers whose technology limitations restrict Sales Reps’ access to eLearning. It’s a scalable/localized tool with wide reach, giving Sales Representatives easy access to performance support tools. For the Sales Reps, it gives them access to support in the field anytime, anywhere, and reinforces knowledge when it’s needed the most.
CLASSROOM:
The modular approach allows carriers to ‘mix and match’ courses based on the specific needs of the group. As well, the robust toolkit makes it easy for the facilitator to deliver a consistent and engaging session each and every time, and it appeals to a variety of Sales Rep’s learning styles. For the Sales Rep, it provides an opportunity for “hands-on” practice in a safe environment, as well as a way to increase their comfort level off the sales floor. Classroom training promotes technical expertise and provides an opportunity to ask questions, and receive coaching and mentoring from a trained facilitator as well as their peers. It’s highly interactive, engaging and a great place to share best practices.
PERFORMANCE SUPPORT TOOLS:
These tools directly impact performance in the field, and have a strong impact on improving sales and reducing churn. These tools have a wide reach, giving Sales Representatives access to performance support no matter where they are. It also serves to reinforce critical learning to extend the value of other mediums. For the Sales Rep, the main advantage is that it reinforces knowledge when they need it the most. After completing each level of training, participants write an exam to test their knowledge. As they progress through the courses, they receive emails congratulating them on their achievement and encouraging them to complete the curriculum so they can become certified “Experts”.
To promote the initiative within our client’s own company, build excitement and get buy-in from key internal stakeholders, we chartered a small train, outfitting it with information about the program, and parking this “Learning Train” on a side adjacent to the clients’ headquarters, so employees could visit it.
results
- 80% of eligible participants completed the training>/li>
- 140,000 courses completed in the first year
