Outdated training for a critical customer support role created numerous organizational challenges. Team member development was taking too long. Training engagement was low. Turnover was high. Managers were frustrated. Team member responsibilities were also vague, leaving development outcomes unclear and difficult to measure. As a result, employees were unprepared to perform on the job, leading to more “at risk” clients than desired.
Using the client’s existing technology and commercially available software, Actio modernized the learning experience by selecting blended modalities based on business purpose, clearly defined performance requirements, and research-based models.
We provided employees and managers with a roadmap to guide them through the development process; we also designed large-scale custom training, consisting of more than 170 modules. The training experience focused on work requirements and performance-based, whole-task practice to incrementally develop team member skills. Our design also enabled gamification (with completion badges and leaderboards) and engaged team member management in the coaching and feedback processes. The final redesign resulted in a projected 35% – 40% less training time.
Client: Professional Services
Specialty: Benefit Plan Administration
Function: Call Center
Focus: Onboarding, Customer Service, Soft Skills, Technical Skills, Whole-task practice
This global firm is a leading cloud-based provider of integrated digital human capital and business solutions. Leveraging proprietary AI and data analytics, they optimize business process as a service (BPaaS) to deliver superior outcomes for employees and employers across a comprehensive portfolio of services. They allow employees to enrich their health, wealth and work while enabling global organizations to achieve a high-performance culture. They have 15,000 dedicated colleagues who serve more than 30 million employees and family members. They serve more than 70% of the Fortune 100.