business

Business Challenge:
All the Lotto ticket registers are online computers, logged straight through to the National Centre.  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.  But if a customer came into the store during training and wanted to purchase a Lottery ticket, delays could be experienced getting back online.  Obviously this led to little training and low customer service levels.

NZ Lotteries were executing a major growth initiative by expanding their Lotto outlets by 400.  All new francisees and personnel needed to be trained in product and operational procedures.  But unless the problem of online/offline was solved, these new owners would experience on-going problems when trying to train their personnel.

Lotteries prepared a distance learning course consisting of a workbook and CD.  This learning was to be completed in 3 weeks and on the 4th week,  the new licensees were flown to Head Office for a two day Customer Service training seminar.  However, the Customer Service seminar could not achieve it's upsell and cross training objectives, as the test seminars showed that most of the attendees had not mastered the ticket register keypad and the most of the seminar time was being utilised for training on keyboard skills.

Lotteries approached AegilitySMART eLearning Services to solve their volume and now time-limited training problem.

Our Approach: Two key issues identified

1. Complex sequencing requires practice. it is like playing the piano or computer keyboard skills.  Practice makes perfect!
2. For most of the new franchisees, English was a second languge.
   
   AegilitySMART took the training online and enabling the new franchisees to login to the training from anywhere, anytime. We developed a step by step eLearning course with each module focused on a different product.
   
   We built a Virtual Lotto Register simulation enabling 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. 

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 cannot see any online activity.  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.  

The learner had to achieve an 85% pass rate before they could attend the Customer Service Seminars.

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! - newcontactsmanager @aegility .com