Inspire Group

Spark New Zealand is a New Zealand-wide communications service provider. Inspire Group and Spark have enjoyed a long-standing partnership since 2003.

Need

An innovative attitude to home-based working requires some pretty inventive training.

In 2011 Spark established an agents working from home model. With this new model and approximately 300 agents in place throughout New Zealand Spark needed a revamp of the

face-to-face induction programme as it had become too costly, time consuming and no longer practical for an employee base that worked from home. The big challenge was Spark needed a learning solution that would also connect their employees who were sprinkled all over NZ.

Results

We all know learning is more fun when there is someone to share it with. Kinda like ice-cream.

Inspire Group partnered with Spark to develop a bespoke blended learning solution for their Agents@Home. After careful analysis of what makes for a ‘great call’  through thorough observation and call analysis we designed a learning solution that focused on the customer, asking ‘What do I need to know and do to deliver to this customer?’ We crafted online learning modules and incorporated video, audio webinars, forums and Q&A sessions. Whew! Naturally we delivered the training but we also created a collaborative and social virtual learning environment where employees could encourage and reward their peers.

Given this was a new way of working and learning we designed a motion graphic to communicate this and support Spark’s strategic direction.