The Client
A Fortune 500 financial services firm in the Midwestern U.S. sought to internalize its asset management and employee benefits call center operations as part of a corporate re-branding campaign. Call center jobs serve as an entry point for new hires to begin their careers with the company. Call center employees typically handle calls from client company employees and their relatives regarding benefits and claims.Need / Challenge
Clarity’s client is well-regarded as a great place to work, with a very positive and collaborative team atmosphere. The decision to internalize call center operations posed a challenge, as the client had one expert trainer, but no formalized curriculum to structure the five-week course. As new hires, students had to learn not only the financial products and how to handle different types of calls, but also the technical infrastructure which included many different computer systems and software programs. The lack of an organized curriculum led to gaps in employee skill sets, hampering call center operations and causing disharmony between the operations and training sides of the business.Solution: What Clarity Did
Clarity’s consultant brought considerable experience in organization development and learning management, and hands-on experience delivering Instructor-led Training. Crucial to success were several factors:- Building and reinforcing relationships between the subject matter experts in training, systems infrastructure, and call center operations managements
- Formalizing the training with a written, structured curriculum that included engaging PowerPoint slides, hands-on exercises, and student assessment activities
- Creating a modular curriculum that could be easily expanded or modified as new technologies or processes were added to the business
- Enabling other trainers to successfully deliver the training to ensure business continuity