Quickly Train Large CSR Pool on Key Regulation

Challenge:

Quickly Train Large CSR Pool on Key Regulation

To achieve time-sensitive business objectives, the call center of a large insurance company needed to train 2,700 new customer service agents at 13 separate locations on Medicare Part D. A severe shortage of instructors and classrooms compounded the challenge.

Solution:

A Tailored Block-Scheduling Training Program

To meet the challenge, the Chatfield Group worked with site managers, team leaders, and a pool of internal and external trainers to develop a course of study that could be broken apart and delivered over 10 working days. Our instructional design team worked with representatives of governmental agencies to develop the courseware needed to explain Medicare Part D rules and regulations to the company’s customer service reps.

Tags: #TalentDevelopment