On-demand Training: The Secret Sauce for the Gig Economy

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Andrew Brown ·

Aug 03, 2022

One of these things is not like the other: 

  1. Retailers
  2. Ecommerce 
  3. The gig economy 

The answer: 3 (at least in terms of how they approach training). 

The gig economy is different than other industries — mainly in terms of mobile usage and scale — but it’s these differences that have made it so successful. 

At the same time, these differences also create a unique problem for gig companies: Effective workforce training. 

The question for these companies is: How do we train thousands — even millions — of people (aka contractors or providers) who are located worldwide? And how do we do it in a consistent way that ensures they provide exceptional customer service? 

The solution: On-demand training.

Why Gig Workforce Training is Important 

Gig Workers Represent Your Brand

Vital to the success of any gig company is workforce training.

Why?

Because these workers are the face of your brand.

The gig economy connects two parties: The customer and the provider.

How customers feel about a gig company and their loyalty to it largely depend on the experience these providers deliver (pun totally intended). 

Successful gig companies use training to communicate the company’s brand values and how they should incorporate them into the service. 

Training is also vital to the long-term success of on-demand companies because drivers, hosts, and other providers earn more money and stay engaged when they do well (i.e., they make more money).

Training supports them in getting more assignments and earning more. The company benefits from less turnover, greater economies of scale and more revenue.

An Educated Workforce Delivers 5-star Experiences 

While traditional training aims to make the employee a good worker for the company instead of focusing on the end user. Some skills-based instruction may be mixed in, but the training mostly ensures the employee performs their job as intended. 

Traditional training methods require the employee to spend time in a classroom, reading policy manuals or working through eLearning modules

Once they finish, HR records another course as complete.

This is check-the-box training that doesn’t measure whether the employee retained the information or whether their performance is impacting the company’s bottom line. 

Contrast that with gig economy training, which focuses on empowering providers.

By giving best practices to follow, gig training teaches providers how to deliver services that’ll ultimately lead to their success and profitability. 

Gig companies are tracking metrics like:

  • Customer satisfaction (CSAT)
  • Growth of the platform’s user base
  • Quicker activation and onboarding
  • Improved ratings for the providers
  • Increased revenue for the provider
  • Increased revenue for the company

Unlike compliance training in the corporate world, training in the gig economy isn’t necessarily measured by completion rates or correct answers. 

Instead, it’s measured on the business outcomes it leads to. 

Training Can Be a Competitive Advantage

To achieve operational efficiencies and reduce churn, gig economy platforms must train contractors and show them they’re valued.

If a worker with valuable skills wants to participate in an on-demand platform but meets too many technology obstacles at the start of the relationship, they might seek another platform.

This is especially crucial for new entrants who hope to learn from and quickly catch up to innovative companies. 

Companies, therefore, need assets to raise awareness and attract providers

From there, they need to provide them with a seamless and frictionless way to access them.

At each stage, the platform and providers benefit by having contextual in-app learning experiences.

Learning modules and how they’re presented help set the tone for the success of both parties, ensuring the company can recruit strong providers and grow.

Training for the Gig Economy: How an LMS Makes it Happen

The voluntary nature of gig training makes it different than learning done elsewhere.

For instance, a user-friendly experience for the contractor is critical and the content has to be engaging and provide value. 

Moreover, the learning experience must be embedded in the company’s platform and easily accessible to providers “on the go,” exactly when they need it.

Effective training in this environment reflects the essential value proposition made to customers and providers in every experience —  just-in-time, frictionless and mobile.

These companies win customers because they design excellent products where a push of a button summons the service they need. 

Gig workplace training is best when it works by the same principle.

The only way to deliver this type of just-in-time learning is with an LMS tailor-built for the gig economy.

Want to learn more about how Northpass can help you launch and scale a gig economy training program? Reach out today.
 

Related Reading 

How Contractor Training Reduces Operational Costs

Mobile Learning: Modern Workplace Education + 4 Cool Examples

The New Gig-Economy Ecosystem

 

About the Author
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Andrew Brown

Andrew is a Content Marketing Manager. When he's not creating, you can find him watching the Buffalo Sabres, obsessing about Scandinavia or exploring NYC.

Read more from Andrew Brown

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