Training & Deployment Strategy

Talent Gate organizes training and coaching in a systematic manner, combining the latest training methods, designed and organized scientifically: Blended learning, Organizational context analysis, Pre- and post-training competency assessment, Evaluation of organizational impact using specific indicators…

Continuing internally: Responding to requests from SHB’s leadership to standardize customer care and service, elevating it to a 5-star level with airline standards, Talent Gate and its partners won the bid with proposals closely aligned with the leadership’s requirements, ensuring effectiveness and a transformation of customer service operations at that time. The program began with an analysis of SHB’s context, branches, transaction offices, and the current state of customer service. Leveraging its strengths, Talent Gate designed and finalized a customer service competency framework for relevant positions at SHB. This also serves as a basis for measuring, evaluating, and designing appropriate learning programs for each employee. Customer service quality metrics are specifically defined from the outset, and a commitment to improvement is made upon completion of the project after six months. This is a prime example of the Kirk Particulate Level 4 learning effectiveness measurement method applied in practice. Learning content is one of the key elements of the program. Based on the Talent Gate Competency Framework, training programs are designed for various job titles, with relevant assessment questions and additional mentoring programs for management positions. All employees participate in learning activities including: pre-course competency assessment, eLearning before class, in-person classes with instructors, post-course competency assessment, and participation in online competitions on customer service after completing the learning activities. Gamification is also a strong point of Talent Gate. We designed an engaging online competition program that allows learners to learn through games, fostering competition, enthusiasm, and the acquisition of missing knowledge, leading to a significant shift in awareness throughout the organization. A memorable achievement was organizing this nationwide program for SHB in just three months – clearly demonstrating the planning and implementation capabilities of Talent Gate and its experts, teachers, and partners. The project exceeded expectations, as the customer service representatives’ interfaces changed: they were more cheerful, confident with their new skills, and willing to serve customers with the new interface, enthusiastic greetings, and top-notch service. The DVKH index also exceeded expectations after 6 months. This was an unforgettable project for Talent Gate, both in terms of the methodological challenges of implementing the theory into practice and the large scope of implementation in a short period of time – and we succeeded!