THE CHALLENGE
An energy client approached Actio to address key issues in their new hire program. The existing program design was disjointed, stemming from years of “ad hoc” additions and changes to content. Plus, the overall experience wasn’t engaging and focused on knowledge instead of skill building. As a result, new employees were often unable to perform essential tasks after training (e.g., simultaneously engaging the customer while maintaining control of the call and completing transactions). The client needed a redesigned learning strategy and new content development.
THE Solution
For the improved 12-week new hire program, Actio used a blended learning approach. The large-scale custom content development effort included elearning, instructor-led, and coached modules that targeted specific knowledge and skills needed to perform. We utilized the client’s system sandbox to practice more than 100+ scenario-based role plays for whole-task, authentic practice, and assessment. In addition to infusing high-impact, high-value practice into the training experience, we established performance assessments (skill observations) for new hires to demonstrate successful performance at key milestones.
COMPANY PROFILE
Industry: Energy
Function: Call Center
Focus: Onboarding, Customer Service, Soft Skills, Technical Skills, Whole-task Practice
BIO
This energy firm is a Fortune 500 company serving states in the Midwestern United States. They employ more than 9,000 team members and provide powers to 2.4 million electric customers and more than 900,000 natural gas customers across a 64,000-square-mile area. They generate a net capacity of nearly 10,200 megawatts of electricity and own more than 7,500 circuit miles of transmission lines.
ACTIO SERVICES
Learning strategy
Custom training solutions
