LV= Game, Set and Match learners needs to business goals

by | Jul 3, 2015 | Case Studies

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.

Download this case study (PDF)

£0.00Download

By Laura Overton, Towards Maturity

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.

Download this case study

Login or sign up to download this case study and get instant access to:

  • L&D Benchmark Reports
  • In-Focus Reports
  • Sector Reports
  • Case Studies
  • Free Resources

£0.00Download

Featured content

The Coaching Culture Story Revealed by Learner Intelligence

The Coaching Culture Story Revealed by Learner Intelligence

Qantas Airway, the flag carrier airline of Australia, is on a learning transformation journey.  Michelle Ockers, who recently partnered with Towards Maturity as an expert learning analyst, worked with Qantas as an independent strategic advisor in 2017.  She engaged Towards Maturity to help Qantas identify how they could create a modern and engaging learner experience.

Measuring the benefits of your communication and learning & development strategy

Measuring the benefits of your communication and learning & development strategy

Measuring the benefits of L&D and comms initiatives remains a challenge. Just one in eight learning and development professionals1 believe their organization measures the return on investment of learning programmes. Success can be measured either through quantitative measurement or qualitative change, but whatever approach is chosen, effective measurement is vital to ensure L&D and comms strategies are delivering on objectives and attract future investment.

Boost workforce development through microlearning

Boost workforce development through microlearning

Micro-learning delivers learning nuggets in easily digestible, bite-sized chunks. Learners can access micro-learning as they need it, on the job. Industry expert Josh Bersin describes micro-learning as an ‘amazing innovation’, explaining that microlearning platforms now let you manage the proliferation of video, assessment, and other small content objects with tools for curation, tracking, recommendations, and AI-based prescriptive learning”.

New research finds 54% of learning is still being conducted solely in the classroom – but change is needed for formal learning to remain effective

New research finds 54% of learning is still being conducted solely in the classroom – but change is needed for formal learning to remain effective

Towards Maturity delve deeper into the dichotomy L&D are facing between formal learning and the desire for increased accessibility and availability. Supported by ambassadors, Raytheon Professional Services, this brand new In Focus report uncovers new insight into the most effective ways to improve formal learning by exploring what successful organisations are doing differently.

Featured

The Coaching Culture Story Revealed by Learner Intelligence

The Coaching Culture Story Revealed by Learner Intelligence

Qantas Airway, the flag carrier airline of Australia, is on a learning transformation journey.  Michelle Ockers, who recently partnered with Towards Maturity as an expert learning analyst, worked with Qantas as an independent strategic advisor in 2017.  She engaged Towards Maturity to help Qantas identify how they could create a modern and engaging learner experience.

Measuring the benefits of your communication and learning & development strategy

Measuring the benefits of your communication and learning & development strategy

Measuring the benefits of L&D and comms initiatives remains a challenge. Just one in eight learning and development professionals1 believe their organization measures the return on investment of learning programmes. Success can be measured either through quantitative measurement or qualitative change, but whatever approach is chosen, effective measurement is vital to ensure L&D and comms strategies are delivering on objectives and attract future investment.

Boost workforce development through microlearning

Boost workforce development through microlearning

Micro-learning delivers learning nuggets in easily digestible, bite-sized chunks. Learners can access micro-learning as they need it, on the job. Industry expert Josh Bersin describes micro-learning as an ‘amazing innovation’, explaining that microlearning platforms now let you manage the proliferation of video, assessment, and other small content objects with tools for curation, tracking, recommendations, and AI-based prescriptive learning”.

Our Ambassadors

Our Supporters also influence Towards Maturity's Health Check and research, providing insights on future trends and practices that should be investigated.

Pin It on Pinterest