Accepts the Challenges of a New Merger with Aio Wireless

>> Te fact that most employees work >> A suite of WBTs and simulations cov- in small retail stores (one or two em- ering compliance and privacy issues, ployees on the foor at the same time). network and device training, point- Employees must quickly become of-sale system guidance, and custom- self-sufcient in answering customer er support. All training resources have questions, completing systems trans- been optimized for mobile delivery. When big corporate changes are made actions, and handling conversions. >> A performance support tool, also de- at the uppermost levels, big changes are >> How to make training be cost- and signed for mobile use, that employees inevitably in store at the HR and training time-efcient. Cricket operates on a can use on the sales foor to rapidly ac- levels. Tat’s the challenge that Tad Kozak dealer model; therefore, its front-line cess (within three clicks) the informa- faced when what is now Cricket Wireless sellers are co-employees. For this tion and guidance needed to handle re- replaced the Aio Wireless brand due to training, there is no charge to dealers. al-time customer questions and issues. the recent merger between the two wire- >> Making resources and performance It also provides a step-by-step guide for less service providers. support available via employees’ mo- all major systems transactions. Aio Wireless is a wholly owned subsid- bile devices. A three-pronged approach was used to iary of AT&T, which ofered its services us- solve potential problems ahead of time, ing AT&T Mobility’s nationwide networks. using a budget of $1 million: Te new Cricket now works on Aio’s AT&T Te three-part training program had wireless network while its previous LTE Kozak’s team had 1to dramatically condense the training network will be merged into the AT&T time and costs required for past acquisi- nationwide network, and the CDMA voice less than 30 days tions and new hires. (ILT reduced from network will be divested or dismantled over three days to one.) Tis program has time. Additionally, Cricket customers now to design and test more emphasis on ongoing performance have the option of visiting retail stores to the acquisition support and just-in-time information. convert to new rate plans compatible with As new Cricket employees become AT&T’s LTE service. training program 2integrated into AT&T, the perfor- Prior to the acquisition, Aio Wireless mance support tool had to provide rapid operated approximately 600 retail stores before the rollout access to information and resources with approximately 5,000 employees. needed to answer customer questions or Te new Cricket has approximately 4,000 to 10,000 team perform specifc tasks (such as how to stores and 15,000 employees. convert a telephone number to the new Te company’s goal is to operate as one members began. network) within minutes. In the future, company. Kozak — Aio’s training strategy this tool will provide just-in-time sup- manager — and his team designed an port for new hires. aggressive, three-stage training strategy Because the SEC limits interaction be- All learning resources had to be op- for the approximately 10,000 Cricket re- tween merging companies prior to acqui- 3timized for mobile delivery, the pre- tail dealer employees, which is now in the sition, Kozak’s team had less than 30 days sumed preference for access by the young process of being rolled out. Kozak had to design and test the acquisition training workforce. seen AT&T through three previous merg- program before rollout began. Cricket Wireless is a three-time Learn- ers, so he and his team could apply many Te total dealer sales program, fnal- ing! 100 honoree. of “lessons learned” when designing this ized afer conducting two pilots, includes: most recent training initiative. Tey also >> One day of instructor-led training added a new mobile performance sup- focusing on the new Cricket brand port tool. and culture. To supplement an in- Te acquisition training program is ternal instructor staf, Aio worked AREA OF designed to address these challenges: with Wounded Warriors and other >> Te need to train approximately veterans groups to hire 38 veterans COLLABORATION 10,000 Cricket employees in new as temporary instructors. “Tis day Cricket technology, sales tools and is primarily a celebration of the new EXCELLENCE culture. Cricket,” says Kozak.

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