A blended and flexible programme for road assistants
Each spring ANWB needs to train around 400 road assistants who will attend and support holiday travellers in Europe.
To effectively onboard these assistants, RMMBR has developed an entirely new blended training programme with extensive online training components (created in Articulate), combined with flexible workshops and realistic exercises.
The blended training is extremely flexible for new hires to fit into their busy (study) agendas, before they start their shifts. Over 33 hours of online case-study material is combined with realistic workshops in evenings and on weekends. Using ANWB’s LMS the new hires select which sessions they attend. Online tests and mentor reports ensure study progress.
After a successful pilot in 2018, ANWB and RMMBR have completely changed the way of training within the organisation; from instructor-led to learner-controlled; from offline to blended. The training capacity has been increased by nearly 30%, the programme duration has been shortened from 6 to 4 weeks. Meanwhile, customer satisfaction score NPS has increased from 31 to 42.
With over 4 million members, the Royal Dutch Tourist Association ANWB is the largest association in the Netherlands.
The association aims to represent the interests of its members in the field of recreation, tourism, traffic and transport.
ANWB’s core activities are: assistance, information, travel and insurance.
The most well-known services are the Road Assistance, Emergency Centre with its support points abroad, Multi-media publications, Traffic information, Insurance, ANWB travel and the ANWB stores.
ANWB’s Emergency Center assists travellers in Europe when they are in need of help. This ranges from a flat tyre on a French motorway to natural disasters.
To handle the summer peak, ANWB hires around 400 extra employees each year. The largest part, around 180, will work at the VHV-Bu department: Vehicle Assistance – Abroad. Employees’ daily work at this department typically consists of:
Travellers are often under stress when calling the Emergency Centre, which adds an extra dimension in finding the best solution.
The new hires need to have applicable knowledge of the insurance conditions as well as apply analytical and communicational skills in order to find a satisfactory solution for both the traveller as well as ANWB.
The 2017 training programme consisted of:
After these 6 weeks the employee was scheduled for 100% capacity in the Alarm Centre’s roster.
The original training programme is entirely instructor-led. The instructors work indepently from eachother and each instructor has his or her own approach.
ANWB asked RMMBR to modernise their blended induction programme for the seasonal workers.
The previous onboarding program took too much time and was perceived as old-fashioned, but it was considered solid and it worked.
Goals Year 1 (Pilot)
Goals Year 2
Shorten learning time:
The desire to shorten the training with the same amount of trainers means that more people will be trained at the same time. How? Two ways:
work with assignments themselves in a training environment.
Learning, reflecting, and discussing increase the learning effect. By performing assignments together, solving difficult customer cases, analysing and discussing each other’s conversations, employees learn faster and better. New hires are earlier prepared for the real work.
The new way of training requires a different approach from the current trainers; less subject matter experts, more facilitators. The trainers and supervisors will therefore be trained on the new training programme. They are also actively involved in the re-designing of the programme.
ANWB decided to start with a pilot before completely changing their most fundamental training. The idea was to select one class of 20 new hires to do the New Training.
This new training contained the following changes:
Attracting the best
Meanwhile, the customer care market in Holland had become more competitive. ANWB was struggling each year to hire enough new talent to assist all Dutch road travellers during their vacations.
When selecting new hires, ANWB had strict practical selection criteria; they had to be able to attend all sessions, Monday to Friday, from 9 to 5. University exams often stood in the way between ANWB and a talented new hire.
Overcoming this lack of flexibility was going to be the biggest challenge for 2019.
An obstacle that was too high in 2018, had suddenly been lowered in 2019: ANWB recognised the need to update their online logistics and gave their NetDimensions LMS a significant update, as well their client systems.
It was now possible for new hires to log in from home to all necessary systems, including the LMS.
Everything was set for the next step: Learning when ever and where ever the new hire wanted.
Early 2019 RMMBR and ANWB conducted several design sessions with trainers, instructional designers and ANWB managers, to use the momentum of the new training and take it to the next step. Right from the start two ground rules were established:
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