Financial Services

Global Insurance Company


Overview

Audiences

  • Contact center training
  • Six largest global contact centers

Challenges

  • High employee turnover
  • Extensive training time (13 weeks)
  • Low first-time call resolution
  • Average call times too high
  • Myriad transfers to help desk
  • Low quality scores

Solution

  • Multiple business units
  • Individual strategies for each unit
  • Web-based self-paced learning modules
  • Structured field experiences
  • Interactive multimedia classroom training
  • Systems simulations

Measurable Business Results

  • Increased retention
  • Decreased training time
  • Decreased training costs
  • Decreased average call times
  • Decreased calls to help desk
  • Increased first-time call resolution
  • Increased quality scores (J.D. Power)