The customer advocate team for a client in the global professional services industry was poised to double in size: in eight weeks, a large wave of new team members would arrive for training in three locations. Problems existed in the current training experience for new hires, however. Training delivery lacked engagement, was inconsistent across sites, and almost exclusively focused on knowledge instead of skill-building, performance, or whole-task practice. After completing the lengthy training program, new hires were often unable to perform basic tasks. Many experienced “job shock” once on the job and taking live calls. The client wanted to markedly improve this experience for incoming team members.
Actio centered the onboarding program’s learning strategy around the role’s specific knowledge, skills, and performance requirements. We simplified and streamlined the content and designed a progression of performance-focused modules throughout the program. We infused the onboarding process with authentic, high-value practice. We selected massed and interleaved practice, starting with low difficulty and complexity, and building to scenarios that mimicked those that agents encountered on the job. We capped the onboarding process with a series of performance assessments (e.g., the instructor observed while a new hire practiced live calls).
Even with little lead time between program redesign and the onboarding of new hires in three locations, Actio built 42 hours of custom content in just six weeks. Given the project’s success, the client engaged Actio to redesign other training experiences for the organization.
Industry: 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.
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