At a glance.
Using real conversations to create bespoke customer service training that could then be tested through gamified learning scenarios.
Blended learning, gamification, video modules.
After nine months, positive customer comments were up by 113% and formal complaints were down by 24%. Top-rated calls by insurance advisors increased 114%.
Background.
Customer expectations are high. They don’t want to feel like a number, they want a personalised, individual experience that makes them feel recognised, understood, and appreciated.
But how do you inspire change in a busy customer service centre? Sponge’s answer: a human-centred blended learning solution.
Sponge worked closely with AXA Business Insurance to identify key topic areas that would focus on placing the customer first.
Our aim is to move away from a transactional-based call handling culture to one where we focus on people not policies.
Angela Davis,
ABI Leadership Team, AXA UK
Why does a blended learning approach work for embedding customer service?
Blended learning was the ideal solution for AXA because it addressed key challenges:
- Minimising the time impact on contact centre employees.
- Flexibility of digital learning to take it anytime.
- Actively applying the learning in context.
- Embedding new Customer First culture.
How do we harness blended learning to embed customer service?
Real conversations are at the heart of our innovative blended solution for AXA, called Inspiring Customer First. We worked closely with AXA subject experts to create the core content on topics including emotional intelligence and using positive language.
The programme launched during a dedicated Learning Week. There was a great sense of occasion with banners and balloons, bearing the strong brand we created for the programme. Quizzes and competitions added to the fun.
We designed daily team ‘hubs’, including a five-minute elearning module, quizzes and challenges. Insurance advisors could then try out what they’d learned during real customer calls, with coaching support from leaders and peers.
The programme included a mix of face-to-face methods and digital media to meet learner needs in a busy contact centre:
- Peer coaching.
- Train the trainer workshops.
- Micro elearning.
- Interactive online gaming.
- Audio and video.
- Social media.
- Marketing materials.
- Incentives/ quizzes/ challenges.
- Live exercises.
To end the week, learners tested their knowledge in Indemnity Lane, a bespoke digital game where they could practise customer scenarios.
To embed the learning, monthly hub sessions were held throughout the year to reinforce and deepen knowledge.
What’s remarkable about this project is that it succeeds in something that is hard to achieve – bringing together the alchemy of 100% manager support, face-to-face practice and short, compelling digital activities.
Kate Pasterfield, Head of Learning Strategy
Sponge
Blended learning brought about customer service results.
The success of the programme is directly measurable through customer feedback on an independent customer review website. After nine months, positive customer comments were up by 113% and formal complaints were down by 24%. Top-rated calls by insurance advisors rocketed by 114%. Inspiring Customer First has also received an overwhelmingly positive reaction from the workforce with employee approval ratings at over 80% for engagement, enjoyment and application on the job.
The team at Sponge have helped us to deliver an innovative blended learning campaign. The team’s creativity, professionalism and quality of the final project has made it a success. We had fun along the way too!
Tom Bailey,
Learning Experience Manager, AXA UK
Increase in positive customer comments.
Increase in top-rated insurance advisor calls.
Find out how Sponge can help your organisation.
Get in touch today.