Telecom sector: How to make learning more systematic & engaged using Corporate Learning Platform

With the development of 5G & next generation smart phone technology, the telecommunication industry is evolving at a rapid pace. The global telecom services market size was valued at USD 1,657.7 billion in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 5.4% from 2021 to 2028 (Grandviewresearch.com, 2021).

 

The soaring popularity of mobile phones among different generations and large number of app-based services delivered through the mobile platform has been the greatest game-changer in the industry.

 

In the post COVID 19 situation, the demand for high-speed internet has increased with offices, schools and others operating their daily routine online. In 2020, the mobile data services segment held the largest share of nearly 33.0% and is expected to exhibit a significant CAGR from 2021 to 2028 (Grandviewresearch.com, 2021).

 

For Telecom sector, strength is in numbers – there is a huge customer base to handle, which needs a matching ratio of workforce to provide support. The training of this huge number of workforces can be quite challenging to manage but unavoidable because telecom is also a very competitive market. From onboarding to continuous employee training on changing product offerings, service parameters, and technological advances is crucial in this industry. With constantly growing workforce you would need a corporate learning platform to manage the process seamlessly and help in achieving the learning targets faster which in turn shall provide the competitive edge to your employees.

 

How a Corporate Learning Platform can make learning more engaging?

 

Online or offline learning infrastructure basically serves two purposes. On one hand it creates a robust system for the learners to seamlessly participate in their regular learning process. On the other hand, it must be an engaging system which will ensure continued learner participation. Huge manpower in the Telecom industry also signifies high rate of attrition, third-party enrolled employees, and lower engagement. An extended enterprise learning management system is known to automate the user management of this extended workforce which includes sales representatives, external distribution partners, franchises, service technicians, customer support executives etc. Let us discuss how the system can also keep your employees interested in their learning solving the challenges of attrition and lack of engagement.

 

Gamified Learning Experience

A gamified LMS with interactive features can be beneficial for your extended workforce to encourage them learn newer concepts quickly. This can be achieved by implementation at an individual level or in a group. The LMS allows you to create a healthy competitive environment with individual scores displayed on a leaderboard to boost learner engagement through scores & badges.

 

AI powered Content Library

The use of OTT platforms has increased post COVID19 and some of these apps are extremely innovative in terms of the content categorization and recommendation that they present to their viewers. On similar lines, LMS can provide recommendation of video-based learning nuggets for quick consumption & greater retention for the learners. These nuggets are very beneficial to the sales & customer support team as it serves as point-of-sale support.

 

Mobile App support for extended workforce

Collectively, the human population spends more than 60% of their time on their mobile devices. This makes the mobile phone a perfect device for learning and the mobile app variant of the LMS provides the learning on-the-go. This helps learners utilize their off hours to as it provides both online & offline learning accessibility.

 

Social Learning Tool

The social learning platform seeks to engage learners and provide a human context to their learning experience. These tools help to create an environment of collaboration between employees and provide an active platform for the remote workforce to engage with. The connection between learners and instructors can also benefit from a social learning platform. Experts believe that social learning tools promote peer-to-peer learning, which constitutes of 70% of all corporate learning, in the virtual environment.

 

To summarize, the customer base for Telecom sector has been growing daily and this shall remain the trend in the upcoming years. Thus, Telecom companies need to strategize their plans in having a workforce ready to manage this huge customer base with equal focus on the training of new hires and upskilling of existing employees. With some of the biggest names in the domain as our client, G-Cube has expertise in handling the learning, training, and development needs of Telecom sector. Our learning experts will be happy to answer any queries you may have.

How To Reduce Change Anxiety Among Your Sales Workforces?

Sales is a dynamic field, always keeping a workforce on its toes!

Even the most stalwart workers need to be constantly developing. Competing in a market and flourishing in it are two very different things.

An effective sales training program should aim to develop confidence in a team, so that problems gradually disappear with practice. For your organization to flourish, you need to pay careful attention to staff development, especially in virtual sales training.

Previously, performance was evaluated purely on sales numbers, but there is much more to it nowadays. Employees must be equipped to build customer satisfaction, trust, and positive experience throughout the sales cycle.

 

Enabling sales workforces

 

Adopting a two-way approach while developing training plans, assessing both current capabilities and assessing future demand, can give you an edge.

Change is the only constant in this era of virtual selling. The past years have caused much anxiety about how the world and its industries will change. Thankfully, most emerging trends are already becoming clear, for rest of them we should accelerate our team.

Your clients, who have been through challenging times with your business, can provide invaluable insights and predictions about transitions, desired behaviors, and expectations.

 

Characteristics of profitable sales training methodologies

 

The sales training bar is set much higher than 20 years ago. Training options can be accessed online through Google, YouTube, LinkedIn, Yelp, etc. Forbes identifies four shifts that could drive sales in 2020 and beyond: Most importantly, most of the action will be happening virtually. Introducing changes overnight will not only make a team anxious but also undermine the success of the training. So, how do you plan to prepare your people?

The science of learning and an agile learning solution focusing on audience behavior, organizational requirements, and desired impact can greatly benefit the modern sales set up during the time of uncertainty. To encourage your employees to be open to new concepts, experiments, risk-taking, ideas, quickly act, and continuously learn you may introduce a learning framework that works for your culture.

 

Tool-based intervention

 

Our daily interactions have swiftly moved from 75% physical to 75% virtual. These changes mean that speech recognition, facial recognition, real-time language translation, 3D virtual experiences, Artificial Intelligence (AI), the Internet of Things (IoT), and other technologies are becoming ever common in people’s daily experience. Is your team equipped to handle these changes and quickly adapt?

You need targeted training for these new tools and technologies if you want to take your team swiftly from beginner to advanced level. Microlearning pertains to building a highly efficient agile learning culture, so to avoid overwhelming them, you might consider introducing the knowledge in short bursts.

 

Targeted skills training

 

How employees interact with customers, deliver on their ambiguous expectations, and can have empathy to handle customer behavior can be integrated into the learning methodology.

The high performing teams will require the new age skills. Taking them from rudimentary selling approach to holistic ‘buyer first’ approach will give the competitive edge.

Every organization is unique: Try to optimize your training for your own purposes to really make the team passionate about it.

 

Building confidence/awareness

 

Among virtual interactions through Zoom meetings, virtual training, online negotiations, and other forms of virtual communication, team members are often craving deeper human interaction. Training them in affective behaviors around themes of social justice, shared well-being, purpose-oriented buying, etc., will make it easier for them to absorb changes more smoothly.

The priorities of both organizations and customers are shifting: Increasingly important are speed to value, flexibility, adaptability, and responsiveness to market needs. Making these evolving expectations clear to your sales team will help them to understand the need for more demanding, focused, strategic, and mindful approaches.

 

As the world continues to redefine itself, sales professionals with greater experience and knowledge, and more agile capabilities, will have an edge.

There are multiple paths you can take to train your sales team. Reach out to G-Cube for help in combatting the challenges. We can help you to deliver a distinct learning experience leveraging advanced technologies.

Seamless Onboarding Solutions: From Surviving to Thriving

You just got done with the onboarding process of a great new employee after doing multiple rounds of screening and interviews. You are hopeful that this new addition will be an asset to the organization, and you might even get a thank you email from your manager.

 

You are happy that this employee has joined the organization. But after a few days you see the employee standing near the coffee machine, alone, and she doesn’t look happy!

 

You approach her, you smiled, she smirked!

 

You already know that all new hires face multiple unknowns and are probably anxious about what lies ahead, who will be on their team, and what kind of culture they will they be working in.

 

Did you know that 93% of employers agree that the quality of the onboarding process influences candidates’ decisions to stay in an organization? An effective introduction is key to avoiding early communication barriers and enabling long-lasting relationships.

 

 

What do your new hires want?

 

Generally, new hires want to feel a part of the company as soon as possible. They start out with the intention of supporting your company’s vision, but unless they connect with the rest of the organization, they won’t.

 

In the age of digital onboarding some remote operations can prevent a new employee from developing a proper feel for the company.

 

The things that make a difference are:

1. Culture clarity
2. Clarity of expectations
3. Sense of belonging
4. Policies and other mandates

 

How To Help New Team Members Fit In

 

Immerse them into the culture and communicate their purpose in your company!

 

When this strategic initiative is crafted for a customized experience capable of addressing new hire hesitations, it becomes an excellent onboarding program. The efficient pre-onboarding, induction, and post-onboarding phases not only encourage new hires to explore the company further but also assist them to actively engage with the corporate vision and culture.

 

Before we dig in, a note—every organization will onboard differently. The key is to make sure that your unique onboarding process complements the company and provides opportunities to develop culture awareness. We recommend cognitive-friendly content for new hires.

 

 

Culture

 

A robust onboarding process starts even before an employee is hired. An engrossing organizational history that shows the growth phase in which new hires are joining, the organizational structure, and key team member involvement will help new hires settle into their positions.

 

An initiative such as multiple avatar options that introduce your organization virtually promotes diversity.

 

A virtual treasure hunt designed to explore hidden facts on culture, compliance, and policies involves the new hires and they learn sub-consciously.

 

Discussing key competencies and sharing other employee’s success stories encourages them to replicate crucial behaviors. It is always a good idea to highlight the most positive parts of your culture, such as, for example, your open-door policy.

 

 

Expectations

 

Providing new employees with clear expectations for their roles and responsibilities, key result areas (KRAs), required behaviors, and standard operating procedures will help them greatly.

 

Onboarding should have meaningful, engaging, and customized content linked to the employee’s KRAs. The content should suit all learning styles.

 

Impress your new hires with the best experience that utilizes custom content regarding location, department, profile, and desired workflow. This swiftly introduces them to your brand in a unique way.

 

Utilize microlearning as a best friend at work, which can help them access required information, so your new hires never feel lost. There can be tips on how to use technology, your platform, and any other information required to do their jobs.

 

It is also important to share emergency contact numbers, single point of contact details, and contact information for the key members of their team.

 

 

Sense of Belonging

 

Since a lot of information about the company is presented to new hires, regular two-way communication will help them feel they belong. Engaging interactions that communicate welcoming happen in great places to work.

 

Providing new hires with opportunities to interact with their teams, express themselves, and ask questions as well as making them feel valued will encourage them to want to contribute to the overall success of your organization. Things like chatbots, fun quizzes, flipped classes, and micro mobile content can be used for this purpose.

 

Introducing a multi-player activity in induction programs enables social learning and acts as a great relationship building platform for anyone joining your organization.

 

 

Policies and Other Mandates

 

Create an impactful introduction to company policies and guidelines for your new employees. It will not only make them want to adhere but also revisit the policies to stay compliant.

 

If new hires get inducted correctly, it will boost their morale. The principles and science of learning understand the knowledge, skill, and behavior requirements of your employees. Utilizing this science in the best way to deliver a cognition-friendly onboarding experience is the need of the hour. Blend it to connect people with love and empathy.

 

Your new hires want to fit into your organization. Contact G-Cube today to make your new hire process the very best it can be.

5 Trends Driving Learning in 2022 & the Role of a Learning Management Software

Learning trends are defined by over all change in society and human lives have changed beyond doubt and deliberation. According to a Pew Research paper, the current trends have far-reaching effects on businesses, as the pandemic has reshaped supply-chains, consumer behavior, currency systems, not to forget the shift to gig economy. Organizations have had to take a hard look at their way forward, as they try to accommodate recession and the ‘Great Resignation’ simultaneously. Covid19 has made the importance of an agile learning environment clear to the  companies and upskilling and reskilling has been the top priority for 59% organizations this year (LinkedIn Workplace Learning Report 2021). In this blog, we are going to talk about the trends that will drive learning in 2022 and the role of Learning Management Software as the driving force behind it all.

 

Learning Trends of 2022 & Learning Management Software

 

Employee Engagement and Retention

The ‘Great Resignation’ is real, and people are quitting faster than companies can hire. According to Gallup, 48% of the US population is on the lookout for better opportunities. This is a trend that started in 2020, with 300% growth in upskilling effort from an individual learner (LinkedIn Learning Report 2020) and has continued in 2021. Employees are eager for companies that provide opportunities to grow within the organization with continuous learning support for skill development and enhancement. The modern learning experience platform engages the learner with AI-powered learning recommendations based on their skills, industries, and processes.

 

Skill Assessment and Evaluation

The World Economic Forum had announced the Second Industrial Revolution and need for upskilling due to heightened digital dependency in the very beginning of 2020. Covid19 only accelerated digitalization in all sectors. While the nature and technology of many jobs are changing across banking & finance, pharma, retail, and even government departments, employers do not have the time to waste on redundant efforts. Businesses need to assess the skills of their employees faster as they fight the lack of digital-savvy workforce. A learning management system with an in-built on-job-evaluation feature can help in flexible and objective job performance evaluation across roles and multiple hierarchies.

 

KPI Based Learning for Performance Support

The buck does not stop at evaluation of performance but providing real-time support for performance enhancement. According to JoshBersin.com, this year job postings which offer on-the-job training have gone up by 40%. C-Suites of companies engaged in successful businesses have realized that learning is not an exclusive activity that happens inside a classroom but a reinforcement of habits. An employee needs to be triggered learning content based on their own performance metrics or skill gap. A Learning Performance Platform integrates with the various business tools like CRM, QMS, and ERP to collect data on an employee’s key performance indicators. This data is then used to upskill employees and ensure they can meet performance goals.

 

Virtual Learning of Dispersed Workforce

Remote working has become such a norm that 33% of L&D leaders have virtual onboarding as their top concern (LinkedIn Workplace Learning Report, 2021). However, they have also come to realize that providing effective virtual training for the globally dispersed workforce means a lot more than a video call or a conferencing tool. Remote training needs to engage with the employees right from the onboarding to help them adjust with the company culture. Effective learning will require identifying training needs and skill gaps, tracking certification and compliance, keeping employees updated with refresher content and more. An extended enterprise learning management system with multiple training format support for learners and seamless user management for administration, is the key.

 

All-in-one Technology and Easy Integration

Experts all over the world are warning against the excessive use of technology. The future will need all of these functions to come together for a singular human experience. Sophistication of technology lies not only in invention but also integration with the existing tools and technique. The ability of a learning provider to step up to this game will decide their journey in the new era.

 

At G-Cube we are continuously researching the various aspects of human learning and the role of the learning management software in this journey. We would love to collaborate, talk, and listen to anyone who is interested in the same domain. Do write to us and Happy New Year!

Hypercare via LMS, the solution for Employee Development in BFSI

Banking, Financial Services and Insurance (BFSI) industry is fast growing worldwide due to the rising per capita income, introduction of new products, innovation in technology, expanding distribution, networking, and increasing customer awareness of financial products.

 

The customer base for this sector is highly tech-savvy, short on time and always looking around for competent and personalized services. To meet customer requirements, there is a need to establish a productive workplace which is free of human errors, security threats and brings premium banking & financial products or services. Hence, BFSI sector need to build a strong & highly skilled team of professionals to remain innovative and quickly adjust to the external changes.

 

Business Challenges in BFSI sector

 

The Global reports confirm a dismally low employee engagement of just 33% and as per survey reports, an employee turnover rate of 24% in the BFSI industry – one of the highest among all industry sectors.

The industry leaders have tried to control attrition, but the steps have not resulted fruits. So, attrition is going to stay, and we need to find ways to reduce the impact of attrition. One way to reduce the impact of attrition to smoothen up the onboarding process which can help to speed up new employee become proficient quickly and the loss of productive hours and business performance is reduced to minimum.

 

Let us look at two important issues that need attention

 

Faster Onboarding

 

Huge customer base using banking & finance services as per their individual requirements and to handle them in an effective and efficient manner, there is a need to have a set of skilled professionals. Thus, arises the requirement of faster onboarding of the skilled set of workforces which includes agents, distribution partners and the workforce working in their respective branches.

 

Upskilling & Training Workforce

 

The rate at which BFSI sector is transforming, there is really urge to upskill the workforce. Post COVID19 situation, banks and other financial institutions have looked to make most of their processes online. For example, the opening of the accounts and completing KYC formalities have gone digital. Employees need to be trained to deal with the online customers and help the customer have a seamless experience.

 

The Role of a Training & Learning Platform

 

The higher aim of learning is not only acquiring skills but changing behavior. By transferring the right knowledge and skills, it is possibly change the behavior of employees and stakeholders which is necessary for business continuity and competence. Let’s talk about the role of a LMS in Banking in managing the training and learning process at the organization level.

 

The learning management system comes with several features that can create learning journeys more appropriate for an individual. The LXP variant of LMS brings AI driven suggestion engine, place for learners to find skills-based learning. The Learning Performance Platform variant integrates with your business processes and tools to get data on your business goals and performs skill gap analysis. Combined the features of these learning management systems provides the right environment for the employee to remain engaged, upskill and perform as per the intended KPIs.

 

Once new workforce has been hired, comes the Hypercare phase which starts right at the onboarding phase. Hypercare basically means an elevated level of support for the new hires to ensure the seamless adoption of a new system.

 

 

Commenting on the need of Hypercare through a BFSI LMS, Bharat Jain, AVP – Learning Technology, G-Cube shared “Post onboarding, hypercare is essential to ensure learners stay focused with regular training interventions as well as daily sales huddles. LMS brings various ways of training need identifications and automation to conduct daily huddles.”

 

Therefore, Hypercare phase helps in developing culture of continuous learning where the employee gets the necessary support and guidance to perform well, feel confident and grow personally while adding value to the organization.

 

If you want to see how it works, try demo of a Learning Management System which is built in consultation with BFSI industry experts.

Cooking up Culture: Blending Merger, Acquisition, and Motivation

Communication, Communication, Communication!– The successful mantra to anything.

 

In mergers and acquisitions, it is all about how, when, and in what frequency you communicate with the employees to adapt them to the change. The marrying of two different cultures, goals, and vision needs to be smooth and seamless to make this a success.

 

“Organization is for the employee, by the employee and of the employee,” therefore, with employees at the heart of all plans and goals, leadership should take special care to ensure that they maintain proactive communication with the employees in a complex situation. Since many employees end up being associated with the organization for a significant part of their lives, they treat it like their own family. Thus, addressing them becomes important. During a merger or acquisition, employees experience a range of emotions. But often, the leaders focus only on:

• Financial projections
• Organizational charts
• Contracts

 

The majority of mergers and acquisitions fail because leaders ignore the emotional needs of their employees. Therefore, leaders focusing on improving the employee experience and effective communication prove to pull the best out of such situations. After all, the M&A process will go as far as your people together take it. If the business does not understand the effect of the merger on employee motivation, their efforts could fall flat, which is not an ideal situation for anyone. It results in a loss of time, effort, and money.

 

Let us look at some statistics on global M&A activity:

 

• According to Refinitiv reports, the global M&A activity dipped in 2019, yet it was the fourth biggest year since data collection started in 1980.
• According to Fortune reports, M&A activity in 2021 has totaled a record of $2.4 trillion globally, up 158% from the same period last year.

 

 

If you have ever been involved in an M&A, you would have seen the firsthand impression of how critical its culture and communication become for the success of integration. But unfortunately, the clash of culture and lack of clear communication becomes the number one reason for the deal’s failure.

Imagine for a moment: your CEO just announced the acquisition by an MNC. A flood of worry overcomes you and your colleagues. Your mind crosses multiple questions, all wanting immediate answers. You are sweating!

 

The announcement of acquisition hit on everyone on the level of Maslow’s Hierarchy of Needs:

• Physiological – what if I have to relocate?
• Safety – what about job security? Is it safe? Do I have to compete with an employee of another company for my job?
• Belongingness – how will I adjust or fit in with the new culture, new people, and the new management?
• Esteem – will I be respected? Will I be considered for promotion, and will my work and effort be appreciated?
• Self-Actualization – what about my growth? Can I still achieve my personal growth?

 

When employees start thinking about mergers and acquisitions, they think on these lines. It is better to address them instantly than to face a poor productivity ratio, which is typical during these times. It is usually noticed that anxiety reduces the productivity rate to half of the normal during these times. The questions or doubts in employees’ minds take the best of them.

 

What approach would lead towards successful M&A:

 

• Address anxiety
• Setting clear new goals and bringing everyone on the same page with it
• Communication with the employees
• Streamline and clarity of the new roles and structure in the organization
• Create enthusiasm
• Build trust
• Foster culture champions
• Work on synergies

 

I would like to conclude this critical situation with some positive notes:

First, a synergy is where the whole is greater than the sum of its parts. When two or more organizations combine their efforts, they can accomplish more together than separately.

Instead of merging everyone under one of the old company cultures, find a way to unite everyone under a common set of values.