Make distributed training teams more effective
The training team of Airtel’s retail business is geographically dispersed across 22 circles (geographies) across India. These teams go to individual stores and train Customer Relationship Officers (CROs) on best practices in sales and customer service as well as on new products and services launched frequently in a highly competitive environment.
Their training HQ wanted a scalable way to audit the effectiveness of the field training teams. They found an innovative way through Workplace.
The field training team is asked to post live on Workplace the role-play videos of CROs practicing the newly learned content. As a result everyday a number of live role play videos get shared on the Pan India ‘Airtel Trainers’ group.
The HQ team then watches these videos at random to get a first-hand sense of the quality of field training and to identify the gaps. This not only highlights improvement areas but also serves as an effective oversight mechanism thus improving the outcomes.
How to do it in your organisation in three simple steps
- Create ‘Closed’, ‘Teams & Projects’ type group for the training team. Make relevant HQ team members the admins of this group, give posting permissions to all members, and allow new members to be added only through admin approval [Resources here]
- Ask the field training team to post live videos of their training sessions and of the role-plays by participants for HQ to know how well the field teams are doing
- Comment on individual videos with positive as well as improvement feedback. Aggregate themes from various pieces of feedback and make periodic posts to consolidate the major pieces of good/improvement feedback
Bharti Airtel (“Airtel”) is a leading telecommunications services company with operations in 17 countries across South Asia and Africa. As on Mar 31, 2018, it was the largest mobile network operator in India and the third largest in the world and serves over 413 million subscribers across its operations.
Airtel’s retail business operates in 22 circles (geographies) in India through a network of owned and franchisee stores. More about Airtel here.