Spark Agents@home

In 2011, Spark established an agents working from home model. With this new model, and approximately 300 agents throughout New Zealand, Spark needed to revamp its face-to-face induction programme as it had become too costly, time consuming and no longer practical for an employee base that worked from home. The big challenge was Spark needed a learning solution that would also connect their employees who were sprinkled all over NZ.

Inspire Group partnered with Spark to develop a bespoke blended learning solution for their Agents@Home. After careful analysis of what makes for a ‘great call’, through thorough observation and call analysis, we designed a learning solution that focused on the customer, asking ‘What do I need to know and do to deliver to this customer?’

We crafted online learning modules and incorporated video, audio webinars, forums and Q&A sessions. Whew! Naturally we delivered the training but we also created a collaborative and social virtual learning environment where employees could encourage and reward their peers.

Given this was a new way of working and learning we designed a motion graphic to communicate this and support Spark’s strategic direction.