Case Study: Smarter Training, Stronger
Results: A Financial Services Success Story
Executive Summary
TrainingPros partnered with our financial services client to overhaul their customer service training program for credit union support agents. The original six-week training was costly, relied heavily on memorization, and resulted in high turnover and error rates. By shifting to a flipped classroom model with microlearning and problem-solving exercises, TrainingPros helped reduce training time by 50%, improve quality scores, and lower turnover.
The Challenge
Our client’s business involved selling customer service solutions to credit unions, each with unique processes and policies. New agents had to learn extensive details about every credit union they supported.
Key Issues:
- Training relied on rote memorization instead of lookup skills.
- The six-week onboarding program was expensive and inefficient.
- High turnover (85%) and a steep learning curve led to a high error rate.
- New hires struggled to match the performance of experienced agents.
The Solution
TrainingPros collaborated with the client’s learning and development team to redesign the training program using a flipped classroom model:
- Shift in Focus: Training emphasized learning how to find information rather than memorizing vast amounts of data.
- Blended Learning Approach:
- eLearning (microlearning) modules covered foundational knowledge.
- Instructor-led training (ILT) focused on problem-solving and real-world scenarios.
- Scenario-Based Learning: New hires practiced using realistic customer service situations.
- Learning Ecosystem: Continuous learning was supported through microlearning opportunities between calls.
- Reduced Training Time: The program was shortened to three weeks, cutting training costs in half.
The Result
The redesigned training program yielded significant improvements:
- Higher Quality Scores: New hires performed on par with tenured employees.
- Lower Training Costs: Reducing training from six to three weeks saved substantial resources.
- Reduced Turnover: Employee retention improved, with turnover dropping from 85% to 60%.
- Improved Knowledge Retention: Agents became more efficient at solving customer problems by leveraging the knowledge base.
By focusing on problem-solving and lookup skills instead of memorization, TrainingPros helped create a more effective and scalable training program that benefited both the client and its employees.
Resources Provided
Technology Used
7 Key Design Elements of Successful Onboarding Programs
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