TrainingPros, a leader in providing skilled instructional designers, is proud to announce its partnership with a large insurance company, culminating in a Bronze Brandon Hall Group Award for Best Custom Learning Content in 2024. The award recognizes their collaborative effort in building an innovative onboarding program.

The Need

In November 2021, a leading insurance provider in the U.S. identified the need to overhaul their contact center new hire onboarding. The existing curriculum was outdated, designed for in-person learning, and required significant updates to align with virtual instructor-led training (VILT). Additionally, changes in business priorities—shifting from efficiency to customer experience—demanded a fresh approach to train new hires effectively in both product knowledge and soft skills.

The Solution

The insurance company partnered with TrainingPros to redesign the onboarding curriculum into a custom, blended learning solution. This comprehensive program includes four weeks of VILT, software simulations, live systems practice, and scenario-based learning designed to help new hires master both technical skills and customer service. The solution also incorporated post-classroom live call handling practice and performance-based assessments, ensuring new hires were fully equipped for their roles from day one.

The Result

The new onboarding program has delivered impressive outcomes. Time to proficiency for new hires was significantly reduced, with quality assurance (QA) metrics being met within three months instead of six. Customer service scores improved, with learners demonstrating better retention and application of key skills on live calls. As a result of this success, the blended learning approach has become the blueprint for redesigning additional training programs across the organization.