Advanced Onboarding Program
Elevates Customer Experiences

This financial services leader needed an onboarding program to equip new hires in the TCS department with the skills they needed to deliver exceptional customer service. The new onboarding program's core objectives were to achieve the following:

• Explain the role of TCS in public offerings and related services.
• Identify the importance of the value chain in settlement, reconciliation, and custody services.
• Relate the daily work to the impact of these processes on customers.

Infopro Learning worked closely with this financial leader's internal teams to create an advanced digital onboarding program to equip new members of the TCS department with essential customer service skills.

• Driving Learner Engagement
  The program was designed to maximize learner engagement with videos, scenario-based examples, and visual elements incorporated into each learning module.
• Increasing Knowledge Retention
  The content was divided into small bite-sized segments to prevent information overload and help employees retain the information they learned.
• Reinforcing Core Concepts
  Interactive elements were woven into each module, and downloadable learning materials were provided to reinforce core concepts.

The program successfully equipped new hires in the TCS department with the skills and confidence they needed to provide exceptional service to customers.

• 60% completion rate:
  More than half of the participants in the program completed the entire program
• 45% Boost in new hire confidence:
  Employees shared positive feedback including that they felt highly confident in their ability to assist customers after completing the onboarding program.
• Increase in employee skill levels:
  Most learners scored 80% or higher on the skills assessments.