You can guess what happened next. ANZ wanted to implement this program across the bank, and that’s where the problem arose. Staff were nervous and fearful about making the calls. They believed the customers would find them annoying, despite the contrary findings from the pilot. They also believed they wouldn’t have the skills or know what to say. As a result, Online Learning Australia was brought in to address this issue from a training perspective.

The solution we created consisted of a three part blended learning solution. The first part was a series of interactive exercises that addressed their uneasiness and explained how, for the most part, their existing branch training would serve them well on the phone. In cases where their actions would need to change, we provided opportunities to practice those new skills and receive immediate feedback.