Published: Jun 2, 2025
Overview
In spring of 2020, the pandemic required conversion to 100% online training, a new LMS, and better efficiency and engagement of customer service training.
Challenges
This international manufacturer and distributor of interior and exterior doors hired 100 customer service agents every three months to maintain staffing levels. Prior to the Covid pandemic, all training was conducted in-person. When Covid hit, they needed to quickly pivot to a 100% online model via Virtual Instructor Led Training(VILT).
They also struggled with high turnover. The efficiency of the training was questioned. In addition to quickly moving the training online, they had to make it more effective.
Solutions
- Conducted a training needs analysis & process delineation for basis of new training models
- Interviewed workstream leaders; developed visual depictions of all business processes
- Created Standard Operating Procedures (SOPs) for all steps, roles, & resources for each process
- Created all new training modules in Articulate 360
- Analyzed LMS needs; identified appropriate system
- Collaborated with LMS vendor to set up and integrate with existing digital infrastructure
- Worked with IT team to ensure successful migration of company data into new LMS
- Conducted quality insurance testing on new LMS
Results
- Created 42 online-based VILT training modules
- Reduced attrition by 20%
- Fully transitioned to remote learning with 100% adoption
- Cut training time by 50%
- Organization continued to use online training after social distancing mandates were lifted
Learn More
