Hybrid Onboarding Curriculum Redesigns for Cable Industry

Problem

Standardized curriculum redesigns were needed for three audiences due to organizational changes.

Challenges/Constraints

After changes and acquisitions, our region faced challenges with different systems and processes. We needed to redesign the curriculum while adapting to ongoing changes and standardizing our processes.

Ideation

We used an anchored hybrid model that combined online learning for product and compliance topics with in-person sessions for system training, role plays, coaching, and peer interaction.

Resources/Technology

Our curriculum design team worked together to create a training plan for new hires. Each designer focused on specific topics. I handled Soft Skills and Product Knowledge for Customer Care and Inbound Sales, as well as certification tests for Installer Technicians.

Result

Three successful curriculum roll outs which reflected the new standardized and improved processes and technologies. Call Quality scores improved, and sales increased.