Headquartered in the U.S., the client, with a headcount of nearly 1,400 employees, is a financial services firm specializing in retirement annuities and mutual funds, as well as an auto, property, supplemental, and life insurance company.
The client operates an outbound call center to handle its insurance requirements. The client’s contact center was looking to modernize its training infrastructure and curriculum in light of new leadership and direction. The main challenges faced by the client were:
- Increased time-to-competency
- Difficulty of maintenance
- High facilitation costs
- Inconsistency in training