We needed to investigate which aspects of the service contributed best to key performance indicators (KPIs). We opted to conduct an A/B test for phone follow-ups to simply understand how much they increased training compliance.
Two groups were formed: 1) the control group composed of half of the participants (50) randomly selected, who wouldn't receive phone follow-ups, and 2) the experimental group composed of the remaining 50 participants who would receive personalized phone follow-ups twice a week for pending activities.
While we expected an increase in participation due to phone follow-up, we were surprised that calls nearly doubled activity completion.
Other interesting findings included: experimental group participants were 5% more effective in answering questions and performed more review activities (221.7% more than the control group). This directly relates to retaining the know-how delivered in training, facilitating knowledge transfer to work practices.
The conclusion was clear: maintain and extend phone follow-up to improve participation KPI.
