Activity-Driven Coaching Modules for Financial Guidance Associates in Call Center

Problem to be Solved

The on-boarding curriculum for Workplace Guidance associates was redesigned to improve the learning experience and prepare them for their roles. This involved assessing current training materials and updating content to align with company objectives and associates' needs.

Challenges/Constraints

Small project team, tight timelines. Limited SME availability

Ideation

The challenge was to create authentic, interactive training modules with engaging elements, including realistic scenarios, robust debriefs, teach-backs to reinforce learning, and live customer calls for practical experience.

Technology, Resources

Instructor-led coaching modules were designed for small groups of up to 15 participants, focusing on enhancing financial knowledge through practice exercises and role plays. Brainshark housed authentic call clips with stopping points and discussion questions to facilitate meaningful conversations.

Result

Interactive curriculum and assessments were delivered on time. Associates felt more at ease discussing guidance topics with Workplace Savings customers, resulting in a 15% increase in quality scores.