As a result of the average attention span being reduced to a mere eight seconds, people today are accustomed to finding an answer from a quick search. This is where microlearning comes in – it meets this expectation of consuming information, while increasing learner satisfaction. Defined as a way of teaching and delivering content in small bursts, microlearning has been a key success factor for our agents and clients including a major retail pharmacy provider.
Managing millions of customer prescriptions daily, this pharmacy provider began to experience some challenges with prescription fulfillment compliance. The impacts were significant, ranging from financial loss to medication abuse, and in this highly-regulated industry, it was simply unacceptable. To fix the problem, Alorica was tasked with delivering an interventional learning approach that not only improved process compliance, but would also increase employee interest and attention. The solution? You guessed it, microlearning.
Instead of a traditional four-hour re-training intervention using a PowerPoint presentation, we implemented microlearning — where we created a customized, brief, 10-minute video allowing agents to understand the importance of customer verification. In doing so, this helped close the culture gap to better align with client expectations. A little over a month into the program, we began collecting data on the effectiveness of the program and the results spoke for themselves – the compliance rating improved to as high as 96%. There was also a cost saving — with an average of four training hours per full-time employee.
Thanks to this new training method, the team that underwent this pilot program greatly outperformed other internal sites using traditional re-training tools. Playing a major role in its success is microlearning’s digestible nature; these short videos help agents retain 20% more information, while encouraging participation and conversation during the sessions. Furthermore, these microlearnings were cost-effective, resulting in cutting development costs (i.e. creating training collateral, salary for trainers, etc.).
We know your business has unique customer needs and we’re here to make sure our agents who provide customer service on your behalf are fully informed and engaged to make lives better, one interaction at a time. Email us at info@Alorica.com to understand how our personalized trainings can positively impact your customer retention, satisfaction and bottom line.