Xero is a global small-business platform that supports 3.5 million subscribers with a core accounting solution, payroll and expenses, as well as workforce and project management. The brand prides itself on its award-winning customer support and highly skilled CX specialists, with teams based in New Zealand, Australia, the US and the UK.
Training and onboarding for CX specialists didn’t match the demands of the role. Delivery was inconsistent across the global network, learning modules were largely knowledge-based without addressing the skill components needed, and training scenarios were dated and irrelevant to the role. As a result, onboarding a new CX specialist required significant administration, set-up time and support from leadership.
In collaboration with Xero, we were tasked with redeveloping the onboarding program and changing the way it’s delivered. The new ‘Steps to CX’ onboarding program would provide foundational learning for all CX specialists starting in their roles.
Before development began, we worked with Xero to create a list of critical factors and pain points that set out key expectations for the program.
From the outset, our goal was to produce a scalable, world-leading, innovative and meaningful onboarding program with a strong return on investment. Using targeted design thinking sessions, collaboration and a focused evaluation phase, this goal was achieved.
The project was awarded a Silver Brandon Hall Award for Excellence in Learning – Best New Hire Onboarding Program.
Steps to CX Onboarding Program
Of the group believed the new onboarding made them job ready.
Gave the training a 4 or 5 out of 5.
Scored 5 out of 5 for the training.
Case resolution rates increased from 58%
We believe that the best way to showcase our expertise and the value we bring to our clients is through real-world examples.
Delivering a programme of change to improve organisational structure across Global Purchasing.
Engaging Sysdoc to provide migration expertise, technical writing skills and best-in-class technical development services to support the full migration of content.
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Head of Growth