Case study · EdTech marketplace and premium tile manufacturer
New agents at 96 to 100% CSAT in their first quarter

Designing and running training for every new agent cohort

EdTech / Manufacturing · Curriculum design, delivery, assessment and post-training feedback · 2021 to 2025 · via Hugo

100+
Agents trained
96–100%
New-agent CSAT, first quarter
97%
Team CSAT held during onboarding
4
Tile agents fully cross-trained
The business problem

Both accounts kept adding new agents, and every cohort had to reach full quality fast without pulling the rest of the team down.

The diagnosis

New agents struggled with the same things each time: product knowledge, issue recognition, and on one account, matching the right tile colour and product.

The intervention

I trained every cohort myself: built the curriculum, wrote and edited the course content, graded assessments and ran post-training surveys to improve the next round.

The business impact

Team CSAT held at 97% while new cohorts joined, and new agents averaged 96 to 100% CSAT in their first quarter.

Overview. On two accounts I owned training end to end. Every new cohort went through a programme I designed, delivered and measured, from first lesson to post-training survey.

My role
  • Trained every new agent cohort on both accounts.
  • Created the curriculum and training decks from scratch, and edited the online course content.
  • Graded assessments and case studies against a scoring rubric.
  • Ran post-training surveys and fed the answers into the next cohort's programme.
The challenge

Cohorts had to go live quickly on complex products while the existing team kept service levels steady.

What I did

What I built

  • 01A full curriculum and training decks for each account, assigned one week before go-live.
  • 02Online course modules with knowledge-check questions, plus refresher training.
  • 03Graded assessments, including a 40-point case-study test scored on problem understanding, correct pathway and proactive problem solving.
  • 04Dedicated onboarding coaches for each new agent's first two weeks live.
  • 05For the tile account: colour and product recognition exercises, hands-on tile sorting and memory aids, reviewed with the client before rollout.
  • 06Post-training surveys after every cohort, used to redesign the next one.
Before and after
  • New-agent CSAT, first quarter96–100%
  • New cohorts vs previous cohorts96% vs 94% CSAT
  • Tile team quality flags at close0
  • New cohorts beat earlier cohorts on both CSAT (96% vs 94%) and QA score (48% vs 44%).
  • The tile team closed out fully cross-trained across samples, quotes, chat, returns and resale certificates, with zero quality flags that week.
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