High End Fashion at Discounted Prices
This organisation came to Ember with a desire to improve their existing induction programme. They faced challenges of significant attrition with an average of 70% new starters leaving during induction. They also had a programme that was unstructured, 100% classroom facilitated and process heavy - resulting in learners not being set up for success; the average speed to competence was at least three months. This was impacting on operational requirements and customer experiences; resulting in the need for Ember's support.
How We Helped:
The Ember team conducted focus groups with colleagues of all levels to establish what currently works well and where the current gaps are. We also engaged with the senior leadership team to ensure operational metrics were included and built the solution to focus on the knowledge, skills and behaviours needed to deliver on these throughout.
Once we had gained this information it allowed us to build a customised solution that focused on not only the learner experience but also the operational KPIs and the results that the induction programme needed to achieve.
The Ember team built a two week blended induction programme which was followed by a three week ‘grad bay’ that contained essential customer service soft skills, brand awareness, process and systems whilst ensuring it was interactive and focused on operational KPIs. This improved their speed to competence by 7 weeks and reduced drop out from information overload.
- Attrition average during induction has dropped to an average of 10%
- Speed to competence has reduced to now just 5 weeks
- Learner engagement has improved by 70% during the induction programme
- Operational KPIs are being achieved more consistently throughout ‘grad bay’ on the learners glide path.
- Our Errol Owl tool checks knowledge retention daily with a fun quiz.
About Our Robotic Process Automation Services:
We provide world-class Robotic Process Automation (RPA) consulting. We identify, size and prioritise processes in your business, which are ideal for automation. We do this for all types of industries and are currently delivering large-scale automation projects with a number of household brands.
Contact us today to discuss your requirements.
Ember is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.
We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
We are ready and available to discuss your requirements further. If you have any questions about our offerings and the services, please contact us.