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Exclaimer’s customer experience team needed a structured, repeatable induction for new support agents. We designed it with them, then trained their own people to deliver it, so it keeps working long after we’ve gone.
Exclaimer’s customer support team was growing, with agents working remotely, including a team in Bulgaria.
New starters needed to get up to speed on casework, Exclaimer’s customer experience standards and its tone and values, consistently, wherever they joined from.
The team had little background in learning and development, so they needed more than a one-off induction. They needed something they could run themselves, again and again.
We co-designed a structured, repeatable 10-day induction:
We listened closely to how the team learns and works, and adapted our style to fit.
Since launch, Exclaimer has completed 7 successful onboardings, with fantastic feedback on the experience. Their CX Director rated Elev-8 10 out of 10.
Agents loved Illuminate. They refer back to their results when talking to customers, and managers use the insights to handle trickier conversations and adapt their management styles. As one team member put it: “It was really nice to see how people in your group or at work can resolve the same problem in different ways.”
“We felt listened to and understood when it came to our company tone and values, which helped them work seamlessly with us to create a brilliant onboarding structure for new team members.” Lily Blanchet, CX Director, Exclaimer
Want an induction that works this well? See our induction training.