Personnel training – experience of the “KreditMarket” company
In 2008, “KreditMarket” started as a credit intermediary – providing services to find credit offers for individuals. And gradually transformed into a financial company with its own loan portfolio exceeding UAH 1 billion. Now the company “KreditMarket” is among the top 3 leaders of the market of offline lending to individuals and continues to develop this area successfully.
For 12 years of active work in the retail lending market KreditMarket has already built more than 450 offices and sales outlets. Development continues, in 2020 the company managed to open 20 new branches in Ivano-Frankovsk, Volyn, Khmelnytsky, Cherkasy, Donetsk, Zhytomyr, Sumy, Chernihiv, Odessa and Kropivnitsky regions.
On the peculiarities of training in the company “KreditMarket” shared with us Natalia Chebusheva – Head of Personnel Development Department “KreditMarket”.
– How long has e-learning been implemented in your company? What was the reason for this decision?
– In 2016 I was invited to participate in the implementation of a new large-scale project “KreditMarket”. I was faced with the task of building corporate training from “0” in the project.
When I saw several points of the strategy:
- Development of a network throughout Ukraine;
- Hiring more than 500 new employees;
- Teaching all the processes of quality and in a short time – I realized that we can’t do without blended learning and it’s important to launch an e-learning system.
I remember with a smile the decision to cooperate with Collaborator in 2 minutes up in the elevator of our office. The future head of BOT shared her impressions about the young and prosperous Ukrainian team that develops an e-learning platform. And I thought it was a sign – a new project, a new team and new partners.
In 2017 appeared “KreditMarket Academy” on the platform Collaborator. Along with it started e-learning, but not only as part of a new project – it concerned the training of all employees of the company “KreditMarket.
Educational portal of the “CreditMarket” Academy
– Does your company have mandatory training for new employees?
– For trainees and newcomers “CreditMarket” has created a mandatory basic training. The purpose of which: to interest and teach the basic points in the work, so that the first official employee can already participate fully in the processes.
Access to the learning portal “CreditMarket Academy” trainees receive before the official recruitment. We open the “curtain” to our world of CDS, but partly to arouse interest in what is happening in the company, to demonstrate the ease of learning and opportunities to develop through various headings.
And we have something to surprise you with:
- The Academy is accessible from any gadget 24/7, which is very convenient for interns who are geographically far away from the internship site;
- From the first days in the Academy an intern will see the life of the company – news, contests, ratings, congratulations, rubrics, video-educations;
- Knowledge base even in a limited access will allow to understand that we left the paper carrier long time ago and bright presentations are very convenient for studying;
- Internal Academy Chat, where a trainee can apply and, of course, get an answer at any time from both the administrator and the trainer.
Our goal is to involve each new employee into the life of the company starting from the moment he or she gets acquainted with the company, to make him or her part of the team, share all knowledge and skills, retain and help to achieve maximum efficiency in work.
– What are the training phases that trainees go through?
– Trainees pass through several stages of training:
Stage 1 at the Academy. Prior to formal employment, the candidate is assigned a “Trainee Course,” which includes:
- Basic training materials that will allow the trainee to start working on the first official day;
- Self-assessment test questions under each training material;
- A final test to determine the trainee’s level of knowledge;
- Communication of the mandatory practical task in the software and fixing the result of the execution.
At the initial stage the trainee is accompanied by a mentor, who monitors the level of knowledge and provides additional training if necessary.
CreditMarket intern training course
Stage 2 at the Academy. After official employment, the newcomer goes through the “Beginner’s Training Program”. He opens additional important information, which will be needed in the work. A beginner has 1 month to study the materials, but in practice everyone tries to pass faster, because they already work with this information in reality. Beginner’s program consists of several blocks, including presentations + self-check tests and final testing.
Stage 3 at the Academy. After 1 month of official employment a newcomer is included into the list of employees, who are undergoing attestation in the company or periodical cut of knowledge on definite topics (initiators are different departments of the company, closely connected with the work of network employees)
Stage 4 – full-time training programs. A new employee during the adaptation period (up to 3 or up to 6 months) attends:
- 2 basic training programs: customer service quality training and active sales training;
- Team meetings or business games, which are also conducted by internal trainers.
– Which material is most popular with users?
– If we’re talking about free user visits, then of course it’s the company’s LIFE newsfeed. It includes several sections: contests, the corporate newsletter, products and processes, and the “Best Employees of the Month” section.
News feed on the “CreditMarket” portal
We try to share useful information with employees, which is why an online library was created. The activity of attendance can only grow when the employee understands the value of the information presented – information that will be useful in practice. A striking example was the book by Dmitry Tkachenko “Sales scripts: Ready-made scenarios for «cold» calls and personal meetings” – 440 views.
Credit Market knowledge base
We even tried to implement on the platform voting in the contest “Miss and Mr. KreditMarket” – oooh….that was something. Participants and employees do not know what it took for us – to place 116 photos of participants, when the placement is only possible 100 photos, but the result is worth it 🙂
Of course there are leading educational materials more than 2000 views, but to say that this popularity is due to interest I would not dare – it is more a need to understand something.
Recently we have opened a new column – “Sales video blogs”, which is updated weekly with master classes from the trainer. This blog is very popular among our beginners, as there is no opportunity to attend face-to-face trainings yet.
– How are users evaluated after their training?
– We have implemented an annual evaluation of personnel – takes place twice a year. It is mandatory and important for all employees of the Company.
In addition to the global certification, there are additional slices of knowledge:
- Self-check testing after learning the material;
- Final testing during distance learning courses;
- Knowledge cut-off at the request of the Company’s departments in order to identify/confirm problems in processes (misperception of information);
- Testing for a new role in the company (during career development).
– About which company changes can be said to be the result of the implementation of e-learning?
– What results we got from the implementation of e-learning:
- The company has a knowledge base with the most up-to-date materials;
- Training is of high quality and in the shortest possible time;
- Round-the-clock access to information from any gadget – possibility to study information at any convenient time for the employee;
- Systematic approach to the training of trainees and beginners – a partial release of time for the tutor and trainer;
- Possibility to quickly organize a cross-section of employees’ knowledge on specific processes – identification of problems;
- More efficient and higher quality process of performance appraisal;
- Questionnaires – allows to quickly get feedback from all employees of the company or organize voting in different directions;
- Newsfeed with sections (news archive) allows employees who have been absent from their workplaces for a long time to quickly orient themselves to the changes in the company.
– Have there been any changes in employee training during the quarantine period?
– Several months of self-isolation have shown that online and e-learning have become almost the only way to access quality knowledge and skills. During this period, our Office of Personnel Development staff promptly implemented additional tools in training:
- Thematic Webinars;
- 84 programs within 2 months;
- Trained 494 employees;
- Video sales blogs;
- Informing the network in the form of infographics.
We tried to be as efficient as possible when introducing many processes and new products – we created simple and clear training materials, organizing constant support and providing feedback to the network employees.
Internal communications should also include the awareness of employees about the life of the company CreditMarket. It was not enough to organize training – it was important for us to write news about it. It is not enough to hold a competition, it is important to report the results, winners and prizes. So when you participate in the activity only 10% of employees will be informed, say, 70% – which already forms the attitude to the company and corporate culture.
And all the processes of continuous and effective training of staff in the company allows us to implement an ideal tool – “CreditMarket Academy” DLS based on the Collaborator.
– In what areas do you plan to further develop the portal?
– In the second half of 2020 we plan to add more interactivity to the e-courses – we want our courses to be not just with flashy presentations and tests, but to allow interaction with the user. Also, we’ve tried implementing gamification in offline learning, and we plan to implement similar in online learning.
– What is your overall opinion about the system?
– The LMS Collaborator system is flawless and that’s because you don’t rest on your laurels, you try to improve your processes, implement new approaches and surprise us with new features. It’s important for us that you listen to your customers’ comments and suggestions (even if they’re sometimes trivial, but important for us). Thank you to your entire team!
