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LV= is an organisation that prides itself on providing excellent customer service. But the very system it had in place to deliver such excellence for customer enquiries was leading to delays, falling efficiency and frustrated customers and staff. An urgent solution was needed.
The existing knowledge portal called Evolution, introduced in 2012, was designed to provide answers in real time, but it was proving difficult to use and had a limited search function. The information on the site was written by the process team so the language was technical and difficult for front-line staff to relay to customers. As a result, customer service representatives (CSR’s) struggled to understand the technical explanations which led to delays and unresolved customer queries.
This resulted in customers getting frustrated, staff having to make unnecessary call-backs and customers receiving inconsistent information. High levels of calls to the technical support line in 2012 highlighted that a new approach to improving employee’s ongoing product knowledge on the job was desperately needed. LV= needed to help their people answer customer questions accurately and faster in order to provide a more professional service.
Specifically they needed a new way to:
- Help CSR’s answer situational based customer queries
- Reduce unnecessary transfers between departments
- Reduce compliance breaches
- Enable CSR’s to identify customer query trends daily
- Reduce queries to the Technical Assistance Team
- Increase employee engagement
The Solution: Resolv=
To address the issues, LV= created Resolv=, a resource where they could train their people indirectly, collaboratively, outside the classroom and in real-time. The way that people source information has fundamentally changed over the years. Today, they tend to turn to Google, YouTube or contact their peers for quick answers rather than plough through detailed instruction manuals. Resolv= was designed to enable staff to learn from answers given by each other and encourage collective knowledge sharing, in order to create a more empowered workforce.
Download the full case study at the end of this page.
9 Tips for L&D leaders to create and support collaborative learning
1. Make it easy: use search models that reflect the language of staff and customers rather than technical experts.
2. Focus on what people need to do rather than what they need to know.
3. Kick start the process: don’t invite staff to an empty room, populate it with ideas, questions and resources to model the behaviour that you are looking to encourage.
4. Don’t take on all the responsibility: involve and equip business stakeholders to take an active role in responding and monitoring.
5. Reward knowledge sharing.
6. Inspire confidence: in highly regulated environments, use internal experts to help staff trust the answers provided by their peers.
7. Listen: use the questions that people ask to inform ongoing training interventions.
8. Respond appropriately: keep learning resources short, sharp, relevant and searchable.
9. Identify the business outputs that you want to improve and track them.
Review your L&D strategy and see how it compares with peers around the world using the Towards Maturity Benchmark:
To find out how LV= found the solution and were awarded E-Learning Awards 2014 Best social and collaborative Programme, download the case study below.
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This case study has been independently investigated and developed by Towards Maturity as part of our Good Practice Partnership with eLearning Age and the eLearning Awards. It was first published in eLearning Age Magazine.