Ensuring Efficient Learning Amidst Rapid Changes

Continuous training was essential to equip CSRs with the skills needed to handle advanced inquiries that required transversal thinking. Additionally, the dynamic nature of Vrbo’s processes and products made it impractical to rely solely on face-to-face training for every update.

“At Vrbo, we continuously strive to improve our sites and services by testing and developing innovative ideas. At times, it can be a bit overwhelming for CSRs to keep track of all recent changes and novelties, especially if their scope is too limited to require dedicated training.”

Continuous Training Approach

Vrbo implemented bite-sized learning using the Wranx platform. This approach enabled the delivery of training content and company updates in a continuous, efficient, and measurable manner. The key objective was to ensure that all CSRs were equipped with the necessary knowledge to deliver exceptional service to customers.

“Wranx contributes to our cultural value of ‘Mastery’, in which continuous learning plays a key role. Wranx has given us increased flexibility to deliver training content and updates to our reps in a manner that is quick, engaging and fast, ensuring our reps retain new information as quickly as possible.”

Wranx was utilized to reinforce general company knowledge, share customer service best practices, raise awareness of new product and subscription plan launches and onboard new hires.

Assess, Engage and Improve

To gauge knowledge acquisition, Vrbo employed pre-assessments to establish baselines and post-assessments to measure progress following completion of Wranx modules. This approach facilitated A/B testing, highlighting improvements in knowledge attainment.

The response from Vrbo employees to the Wranx platform was overwhelmingly positive, with high engagement rates of up to 92%. Learners appreciated the flexibility to learn anytime, anywhere, resulting in a record 444 consecutive logins by one individual. With pre and post-assessments, 89% of users who completed modules improved both their scores and accuracy. Notably, there was a 56% decrease in misinformed users, with 78% aligning with correct information post-assessment.

“We believe that the more knowledgeable our CSRs are, the better and faster they can assist our customers, hence the greater our customers’ satisfaction with our service will be.”

Driving Efficiency And Knowledge Retention

Overall, CSRs found that the Wranx platform aided in better knowledge retention, leading to a 5-second reduction in average call times. Furthermore, improved communication and working relationships were observed, contributing to an enhanced company culture and receptiveness to learning among CSRs.

“Amongst all other training initiatives we put in place, Wranx stands out for its format of delivering bite-sized learning on a daily basis, which allows CSRs to continuously test and improve their knowledge, and ultimately become more efficient in their job. It is an amazing partner in our education program and has proactively helped us to reach our goals.”

Through the adoption of bite-sized learning with Wranx, Vrbo successfully empowered its CSRs with the necessary knowledge and skills to deliver exceptional customer service in a rapidly evolving industry landscape.