awards case study
system with frequently asked questions (FAQs) and answered them using words, screen recordings and e-learning content. The pilot showed that over 95% of the first 140 users said that Resolv= was easy to use, the answers were very useful and that it made their job easier. n Quality assured Each business area audits their questions and sends their findings to the training team on a monthly basis. The underwriting team also agreed to conduct monthly audits on Resolv= to make sure the correct information was being posted. n Unresolved Answers The home page of Resolv= flags up new questions so that CSRs can quickly see where they can contribute their suggestions which prevents questions from being unanswered n Targeted interactions Resolv= is a social platform where individuals can follow people and groups that are of interest such as sales and service or Claims and Fraud. This allows content to be tailored to the individual with hot topics from their specific groups flagged on their home page n Rewarding knowledge Users of Resolv= can like or unlike suggested answers and these convert to points. Contributors to the site can build points and work to becoming a ‘super resolver’ or a Resolv= Legend, this rewards knowledge sharing through gamification.
Responding to new learning needs Resolv= provides a live communication feed from staff to the company’s e-learning specialists, allowing them to monitor needs and create relevant learning content. As a result, the needs analysis focusses on what users needed to ‘do’ rather than what they needed to know. It is important to the e-learning team to deliver enough information for the user to complete a query or system process without overloading them. On the back of this, the internal e-learning specialists were able to deliver a library of e-material directly related to users’ requirements. For example, if staff wanted to know how to make an amendment on the operating system previously they would have had to search for this and read the working practice. With Resolv= staff can not only find out how to make the amendment, but also watch a ‘how to’ video. Traditionally, the team produced generic e-learning modules that would take between 15-30 minutes to complete. Now it produces short (30-90 seconds) concise modules, which focus on employees’ current knowledge gaps. One example of Resolv= training is the bite size learning video series. The team analysed the questions posted on Resolv= and data received from the technical assistance team in order to create a series of four videos. These were posted in Resolv= and team leaders also told their teams about them. As a result, the calls to the technical assistance team were reduced by 30% - 50% across each of the areas. The e-learning team now runs a support group of ‘E-Champions’ who are being internally developed to deliver screen recordings, virtual classrooms and CBT modules to publish on Resolv=. Front line teams have also asked for SMEs to be trained in screen recording videos in order for them to share best practice with their teams. This further demonstrates the commitment to social learning within the e-learning department and the wider business too.
Results
Resolv= was primarily for the general insurance part of the business and was succesfully rolled out in August 2013. As word of mouth spread, other business areas wanted to use Resolv=. It grew virally and after just eight months they had over 2,800 active users. More importantly, Resolv= has made a significant difference to both productivity and employee engagement.
Productivity n Customer query calls to the technical assistance team have fallen by 66% since
Eight tips for L&D leaders to create and support collaborative learning
n Make it easy – use search models that reflect the language of staff and customers rather than technical experts
n Focus on what people need to do rather than what they need to know n Kick start the process – don’t invite staff to an empty room, populate it with ideas, questions and resources to model the behavior that you are looking to encourage
n Don’t take on all the responsibility – involve and equip business stakeholders to take an active role in responding and monitoring
n Reward knowledge sharing n Inspire confidence – in highly regulated environments, use internal experts to help staff trust the answers provided by their peers.
n Listen – use the questions that people ask to inform ongoing training interventions
n Respond appropriately – keep learning resources short, sharp, relevant and searchable!
n Identify the business outputs that you want to improve and track them the rollout of Resolv= which provided an annual saving of £125,000.
n There has been a 1.07% reduction in call wrap up time and a reduction in call transfers by 1% which means that customers spent less time on hold.
Employee engagement n Resolv= has instilled confidence in CSRs, empowering them to share knowledge
n The gamification element of Resolv= has increased employee engagement, enabling staff to be rewarded for their expert knowledge.
n CSRs are proud to be recognised for their knowledge – reviewing Resolv= usage in development plans.
Customer experience n LV=has seen a 5.4% increase in the number of customers who say they are highly satisfied with LV= which will generate additional revenue in premiums due to increased customer retention over the next five years.
n When customers were asked to rate staff ability to answer their queries on a scale of 1-10, the average score increased from 8.83 in 2012 to 9.06 in 2013, when customers were asked to rate staff on their knowledge of our products, the average score increased from 8.93 in 2012, to 9.06 in 2013.
Resolv= has forced a shift in staff behaviour and generated enthusiasm from senior stakeholders. Ultimately a network of over 2,300 employees share their expert knowledge, helping to ensure people are giving accurate answers to customers. Resolv=has enabled LV= staff to provide a more professional service to customers and has helped the e-learning team to tailor their solutions even more closely to the needs of their staff.
Laura Overton is managing director, Towards Maturity @lauraoverton
This case story by Towards Maturity is part of its good practice partnership with e.learning age and the E-Learning Awards
e.learning age june 2015
25
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46