Traditionally, when hiring new employees, the onboarding or training was face to face, elbow to elbow. When the pandemic occurred, of course that was not possible. Within a very short period of time, we partnered with a local college to help us develop virtual modules intended for adult learning. We were able to produce 80 learning modules that allowed us to onboard those teams and get them training faster than we ever had before. There were some kinks, of course, and we've learned through that process and adjusted and developed from that point forward.
At the beginning we noticed some difficulty, in that when you are training new folks and doing quality assurance, you are pulling from your experienced decision-makers to help, or sort of buddy up, with a new a person. Through that, again, the way we work and our training continue to evolve. In the end, we've built a very solid model where staff can feel comfortable in a virtual environment reaching out to solicit advice and support.
We're quite proud of what we've been able to do. We are much more disciplined and much more consistent in our work. Those are two things that absolutely have to stay in order to see consistency in our service standard going forward.