93 NPS AND 24% PERFORMANCE BOOST
Lanes' Impact on Work-From-Home New Hire Training
The BPO company partnered with a leading direct marketer, known for its retail brands reaching over 120 million households, to optimize training for newly hired, work-from-home customer service agents. By integrating Lanes, an advanced virtual training platform, they transformed their training approach. This resulted in impressive outcomes, including a 93 NPS and a 24% improvement in on-the-job performance within seven weeks of training, demonstrating the platform's effectiveness in delivering exceptional virtual learning experiences. Read the full story below!
Client
A leading direct marketer focused on health and wellness, home décor, and personalized products
6
>120
Operates 6 distinct catalog brands
Connects with over 120 million households
Target audience
Newly hired customer service agents working from home
Learning Programs
Foundations Systems Training (FST): 4 days
Product Specific Training (PST): 5 days
Challenges Before Lanes
The traditional New Hire training program included lectures with PowerPoint presentations, trainer-led walkthroughs and demonstrations, hands-on practice sessions, role-playing activities, multiple-choice knowledge checks, and a final assessment requiring a 90% passing score. The Learning Management System (LMS) was underutilized, mainly storing scripts and materials.
The BPO company needed a new virtual training software platform to improve the work-at-home (WAH) training environment for the client. Initially, there was no adequate virtual training software or standardized technology for effective virtual learning experiences. The platform needed tools for learner engagement, social presence, student collaboration, and scalability.
The BPO company needed a new virtual training software platform to improve the work-at-home (WAH) training environment for the client. Initially, there was no adequate virtual training software or standardized technology for effective virtual learning experiences. The platform needed tools for learner engagement, social presence, student collaboration, and scalability.
Finding the Solution
The Learning and Development (L&D) team initiated a thorough evaluation process aimed at strengthening their existing virtual training approach by enhancing learner engagement and standardizing technology. The first step was to establish a pilot charter and define the key requirements for a new virtual training platform, focusing on features that would further enrich their training efforts.
Following this, the L&D team conducted a pre-qualification phase to identify four potential platforms. These platforms were evaluated through detailed workshops, using a "Gold Standard" agenda to ensure consistency. Participants piloted each platform, contributing valuable data on usability and effectiveness. The evaluation employed the Software Usability Scale (SUS) and additional survey metrics to measure learner engagement, social presence, collaboration, and program administration.
Following this, the L&D team conducted a pre-qualification phase to identify four potential platforms. These platforms were evaluated through detailed workshops, using a "Gold Standard" agenda to ensure consistency. Participants piloted each platform, contributing valuable data on usability and effectiveness. The evaluation employed the Software Usability Scale (SUS) and additional survey metrics to measure learner engagement, social presence, collaboration, and program administration.
The Choice: Lanes
The pilot phase included multiple workshops for each platform, where participants provided feedback. Data collected, including SUS scores and survey responses, highlighted Lanes as a top contender.
Lanes stood out for its scenario-based learning format, which aligned with the company’s need for consistent and quality learning experiences. Based on these results, the company decided to contract with Lanes.
The final steps included submitting the proposal to the IT validation committee, finalizing contracts, configuring and implementing the platform, and launching the virtual training program with a phased scaling plan.
Lanes stood out for its scenario-based learning format, which aligned with the company’s need for consistent and quality learning experiences. Based on these results, the company decided to contract with Lanes.
The final steps included submitting the proposal to the IT validation committee, finalizing contracts, configuring and implementing the platform, and launching the virtual training program with a phased scaling plan.
Results with Lanes
Lanes virtual learning environment led to clear improvements. A comparison between new hire training classes on Lanes and Zoom showed that Lanes outperformed in several key metrics.
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Lanes achieved a higher throughput at 63%, compared to Zoom's 53%, and a slightly better certification rate of 94% versus 93%. -
Lanes' Net Promoter Score (NPS) was significantly higher, scoring 93 compared to Zoom's 11. -
Trainer effectiveness, training content, and training platform ratings were all higher for Lanes (5, 4.9, and 4.9 respectively) than for Zoom (4.9, 4.1, and 4.4 respectively). -
Lanes also showed a greater improvement in performance speed to competency, with a 24% AHT improvement compared to Zoom's 11%. -
Key Performance Indicators (KPIs) also favored Lanes, which had a lower average handle time (AHT) of 9:25 in week 7 compared to Zoom's 10:24 in week 7. -
While both platforms had equal AIM and VIP performance, Lanes' class lengths were shorter at 7 days compared to Zoom's 10 days.
Overall, the Lanes platform demonstrated superior efficiency and effectiveness in the new hire virtual training process, making it the clear choice for the company's virtual learning needs.
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