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case study  business          Business Challenge: NZ Lotteries were executing a major growth initiative by expanding their Lotto outlets by 400.  All new franchisees and their key personnel needed to be trained in product and operational procedures.  For the majority of the learner base English was a second language. All the Lotto ticket registers are online computers, logged straight through to the National Centre and most ticket sales required two or three button sequences to be activated to complete each transaction.  In order to train staff on complex key sequencing, the register had go offline and since possible delays could be experienced getting back online, this  had led to little training and low customer service levels. This in turn led to the focus at the sales counter being on processing the sale without taking advantage to up sell or cross-sell the customer. The company needed to ensure solid scalable training was in place to ensure the success of the growth initiative.     AegilitySMART Solution:               Our Approach: Complex sequencing requires practice. it is like playing the piano or computer keyboard skills.  Practice makes perfect! We developed a step by step eLearning course, enabling the new franchisees to log in to the training from anywhere, anytime. We cost effectively built a Virtual Lotto Register simulation. This web-based register enabled the new trainees  to practice the complex sequencing until they could produce the required types of product tickets competently.   Becoming familiar with the colour coding, key placements, ticketing procedures in a non-threatening private environment. This built confidence and increased learning uptake.  The learner had to achieve an 85% pass rate before they could attend the next stage of the learning programme -  Customer Service Seminars. Our open and transparent elearning administration system enables Lotteries training personnel to see who the progress of all learners in real time.  This enables phone support if the trainer learning goals being achieved on the agreed time-lines.   One good thing about our system is that the support person could see exactly who was having problems plus what page or task has slowed the learner down.  This made the remedial intervention more relevant for the learner.   Results:  When the newly trained licensees arrive at the Customer Service seminar, they were able to demonstrate their keyboard competency and move quickly on to learning how to up-sell and cross-sell - increasing sales and focus on customer service training. The feedback from the Lotto licensees is that the Lotteries Certificate of Retail Sales was now an essential tool for their staff and retail partners.    This course has now become a KPI for all Lotteries retail partners operating the computerised ticket terminals.   aegilitySMART eLearning Services ...talk to us first! - Click here >>>

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