Creating an engaging onboarding programme focused on essential skills, knowledge, and behaviour.

With 2,300 employees supporting customer operations for over 1.6 million customers, Energy Australia faced some significant challenges delivering onboarding and learning to its geographically dispersed workforce.

“We had quite a few challenges,” says Smith. “We had a big team in different parts of the globe with user specific learning profiles. Each contact centre induction program and suite of topics had to be specifically tailored to align with the learners function.”

The company onboards over 800 new hires every year for their six contact centres in India, the Philippines and Australia. It’s a complex, ever-changing industry so there’s a lot for new hires to learn.

Capability Group assessed the content requirements to get staff up to speed 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 that staff are well supported through their onboarding 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. This reduction was evidenced in better satisfaction scores by new employees progressing through the onboarding programme, and a reduction in compliance breaches, customer complaints, and a marked improvement in the quality of new employee’s ability to operate quickly on the job.