Creating an engaging onboarding programme focused on essential skills, knowledge, and behaviour.
Energy Australia is Australia’s leading energy provider with more than 1.7 million customers across the country.
Products & solutions used
20% decrease in
To create an efficient and engaging onboarding experience for new call centre staff, reducing time to competency, compliance breaches, and staff turnover.
New staff were faced with an overwhelming amount of content to learn for them to be effective in their jobs, and this resulted in compliance breaches, customer complaints, and staff turnover. The rapid pace and breadth of knowledge required in this workplace is a challenge for many staff.
Capability Group assessed the content requirements to get new staff on the job as quickly as possible and applied this lens to create an onboarding programme targeted at essential skills, knowledge, and behaviour. This targeted approach ensures staff get the information they need as they need it (avoiding the usual firehose approach to onboarding), are well supported through the onboarding process and have access to a reinforcement programme that reduces the forgetting curve, enabling them to better support Energy Australia customers.
An overall reduction in the time spent in face-to-face facilitated sessions saved Energy Australia money and time, while reducing the cognitive load of new employees. As a result, the new onboarding programme increased new employee satisfaction scores and a reduction in compliance breaches and customer complaints. There was also a marked improvement in the quality of new staff’s ability to function quickly on the job.