The Challenge

• Rising call volumes and unprecedented staff shortages was straining operations. High seat vacancy rates resulting in call wait times.

  Ineffective training simulations and an overreliance on trainers created inefficient and inconsistent learning experiences.

  Protracted training timelines, sometimes stretching over years, further hindered operational efficiency and responsiveness.

  Lack of a cohesive learning brand resulted in fragmented and non-standardized training across courses, complicating the training process.

Solutions Implemented

• Audited and restructured learning pathways
• Created 6 eLearning courses with 7 hours of digital training material
• Integrated digital tools and authentic work simulations to enhance learning experiences and operational relevance
• Flipped and blended course curriculum to expose learners to On-the-Job experiences sooner and with more confidence
• Optimized learning pathways to support greater training flexibility, leading to increased participation, reduced course wait times, and accelerated seat allocation
• Enhanced the training experience for learners, trainers, and operations