Case

Telmore

Structured onboarding of all new employees creates quick results at Telmore

The case

Why

TELMORE was looking for tools that could help them return to their original DNA: Deliver the best customer service experience in Denmark!

How

A training academy combined of online e-learning courses, in class sessions and train-the-trainer concept where TELMORE is trained in training new employees themselves.

Interview with Jonas Lilleksov Nielsen, Sales and Customer Service director in Telmore

Background for the collaboration

Why did you look for a sales training solution?

“In TELMORE we are in the middle of a process where we need to return to our original DNA: Deliver the best customer experience in Denmark! It is a journey where we need to get all employees onboard to succeed. We are operating in an industry with tough competition. That requires our employees understand the essence of our values quickly, so they can create better results. Therefore, we wanted an optimised process and better tools to accomplish that in the most effective way.”

Our Expertise

We wish to control and strength the cultural change in our organisation while providing our employees with personal development.

Our Expertise

We wish to control and strength the cultural change in our organisation while providing our employees with personal development.

What did you wish to accomplish?

“Our pay-off is “More than talk”, but is it also the core value in our customer experience and the mindset of the employee.
Our goal is to provide the best customer experience. Therefore, we need to be:

  • Transparent
  • Simple
  • Provide great service – every time

We are working on creating the best framework and prerequisites for our employees to become brand ambassadors that live up to our values”.

“We wish to control and strength the cultural change in our organisation while providing our employees effective and motivating pre- and onboarding. The challenge in customer service and telemarketing is that the employee retention rate is low.

Onboarding

The overall purpose is effective onboarding and development of our new employees, but the process started with our managers.

Case/Solution

Which solution did you choose, and what results did you get?

“We started the TELMORE academy in collaboration with Grape. It is a training academy combined of online e-learning courses, in class sessions and a train-the-trainer concept where we at TELMORE is trained in training new employees.

Grape developed the concept and challenged us about the KPI follow-up. They  made sure we had the trainers and the online training that we needed to succeed. The academy is composed in such a way, that new employees will start the training even before their first day at the job. Then the training is followed-up later on with a more in-depth walk-through.”

“The overall purpose is effective onboarding and development of our new employees, but the process started with our managers.

The process have so far been super effective and our managers have welcomed the e-learning with open arms. The fact that we can divide the training into smaller chunks instead of full day training session have made a huge difference.”

“The Train-the-trainer program has helped us get a common understanding. My experience is that the managers are much more focused after the training. They feel personal ownership and ensure that the training is an ongoing process.”

“Specifically, we have implemented 2 initiatives that we believe will ensure the implementation in the organisation:

  • Team leads and supervisors will be the first to take the training to make sure they take the lead in the follow-up process
  • We have started measuring soft KPIs such as behaviour and feedback because we want our initiative to positively affect the employee satisfaction score.

“All in all I think we had a really great start. The first new employees have responded positively to our pre- and onboarding training. They seemed dedicated from the start.

And the leaders are really focusing on the follow-up, so I am certain that we will create great results because of the new sales training.”

Why Grape?

What was your reason to choose Grape as your sales training provider?

Having a business partner, that can provide a combination of in class training, online training and performance management is rare. Most companies can assemble training and a big kickoff, but the fact that we can ensure the on-going training with Grape will make the difference for our results in the long run”.

Why Grape?

What do you think about the collaboration with Grape?

“Right from the start, I experienced that Grape understood and followed up on my aspiration and goals. We didn’t have a lot of interaction before we could present a really great concept. It was clear that Jens had a great understanding of the market and the problems we were facing. Although eloomi and Grape are two separate companies, the process was simple for us. Peder has acted as one point of contact the whole way through. And since we lacked resources for the implementation part, Grape could also provide additional help. That is quite flexible. It is and has been a really good collaboration throughout the project. ”

Let us know, how we can help you?

Senior Consultant

Kenneth Takacs

Let us know, how we can help you?