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Zilveren Kruis

Learning method:

Blended learning

The case

All customer contact advisers happy on board

Every year, 600 new customer contact advisers start work at Zilveren Kruis. They provide the personal contact for customers and are the calling card for the health insurer. At the end of each year, these people are under increased pressure: during peak weeks, around 1,200 advisers are on the phone.

How do you ensure that all new colleagues can get to work fast, but above all happily? Working together with Zilveren Kruis, we developed a new onboarding journey. A perfect, scalable experience for dedicated and self-assured customer contact advisers.

The result?

Onboarding time was reduced by 8 hours
Two-thirds fewer drop-outs compared with the existing programme
The new onboarding journey is widely supported by internal stakeholders
And most importantly: Measurably happy customer contact advisers!

Learning Technologies Awards 2019

Gold: Best use of blended learning
Silver: Excellence in the design of learning content

Mariska Loomans-Baanstra, Zilveren Kruis

“Thanks to the new onboarding journey, we are now responding very well to what our customer contact advisers need. Fast learning or in-depth, at home or in the office, a mix of digital and live. ”

Yvonne Bax, Zilveren Kruis

‘The customer contact advisers are so much better prepared for the real situation. And the onboarding is much more efficient and much more fun!’

Micro learning & blended learning

The journey for new customer advisers uses the principles of micro learning and blended learning. The advisers onboard with varying, media-rich learning bites. And with practical exercises via Skype, they immediately apply what they have learned. Everything is focused on answering customer questions fast and comprehensively.

To get as much experience as possible in conducting conversations, we use the software TrainTool developed by Faculty of Skills. This innovative digital tool simulates customer conversations and gives participants feedback on their answers.

Scrumming & sharing expertise

The existing onboarding programme at Zilveren Kruis consisted of six training days. All that content therefore had to be redesigned for the new journey. With a dedicated scrum team from TinQwise and Zilveren Kruis, we developed various sample modules. Zilveren Kruis was then able to develop these concepts for other subjects. A great way of sharing expertise. Furthermore, Zilveren Kruis is the true owner of the content. Future-proof!

Happy onboarding

Onboarding is exciting, interesting and instructive. It involves familiarisation, integration and finding your feet. Onboarding is emotion! At TinQwise, we understand and manage the psychological process that new colleagues experience. With content focused on that emotion. New colleagues feel welcome and part of the team. Enabling them to start work feeling relaxed and self-assured.