| Service |
Implementation Services |
| Industry |
Banking |
| Company |
A large Canadian bank with over $250,000B(CDN) in assets and 50,000 employees world-wide. |
| Situation |
Approximately 70 new hires were trained to become licensed insurance sales and service agents annually in the auto and home insurance division at a cost of $1.5 million annually. Team leaders also estimated that it took about six months for new insurance agents to become confident and competent. |
| Goal |
Reduce time to competency |
| Approach |
Jointly with in-house instructional designers converted the traditional technical training to performance-based. Collaborate with job-incumbent experts to identify the sales process, its outputs and standards. Used this information along with regulatory information to systematically design and beta test course content, simulate on-the-job exercises and create job-task mastery tests. |
| Results |
Learners completed between 5 and 7 sales quotes on day 1 of training compared to completing 1 – 2 sales quotes on day 6 of the original training. Reduced in-class training time by over 30% and training costs by 21%. Data showed that the quality of policies written increased significantly reducing the number of errors underwriters had to correct. |
