THE CHALLENGE
With outdated training and a rapidly changing marketplace, a client in the professional services industry faced several challenges. During training, team member engagement was low. Their understanding of work performance requirements varied considerably. Training content also focused almost solely on building knowledge instead of skills and lacked the right kind and amount of practice, leaving team members poorly prepared to perform on the job. Poorly prepared agents meant development responsibilities landed on the hiring manager and team members.
In the eyes of key business stakeholders, the overall training experience took too long and was ineffective.
THE Solution
Using a blended learning approach, Actio worked with the client to design a training experience focused on work requirements and performance-based, whole-task practice.
We designed a learning strategy and roadmap to guide employees through the training experience and mixed in more than 200 realistic, performance-based practice scenarios of low, medium, and high difficulty and complexity. Utilizing the client’s training sandbox, we augmented it with eLearning and instructor-led modules. We devised a resource library of short videos, job aids, and tools for the agents to use during training and back on the job. We designed coaching and feedback support training and tools to reinforce what was learned and practiced during training for the agents’ managers.
The new onboarding training process reduced training time by a projected 35%.
COMPANY PROFILE
Industry: Professional Services
Specialty: Benefit Plan Administration
Function: Call Center
Focus: Onboarding, Customer Service, Soft Skills, Technical Skills, Whole-task Practice
Output: Learning Strategy and Blended Learning
BIO
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.
ACTIO SERVICES
Learning strategy
Custom training solutions
Performance consulting
