Call centers typically have high turnover, therefore quick and effective onboarding programs are crucial to help new employees operate effectively and efficiently as quickly as possible.
Our 2015 Training Study showed that the most effective approach is a blended learning program that utilizes on-the-job exercises, coaching and mentoring, informal and peer-to-peer learning, in addition to instructor-led classroom and ELearning.
PSCU, a leading provider of traditional and online financial services to credit unions nationwide, had been using a lengthy instructor-led onboarding program that was inconsistent and was not yielding desired results. So the company transitioned its onboarding to an eight-day blended learning program that teaches new call-center hires how to effectively and efficiently service credit union members’ calls.
The transition was remarkable and Brandon Hall Group was honored to present PSCU with a 2015 Excellence Award for Best Use of Blended Learning.
In our latest episode of HCMx Radio, we welcomed the PSCU masterminds behind this program, Master Learning Architect Gina Lensky, and Melanie Oliver, Vice President of Learning Solutions. During our discussion we learned what made their program so successful and the effective tools (Xyleme and Cornerstone OnDemand) they used to enable and support a variety of learning approaches.
Join us! Go to the HCMx Radio site any time to download the show.
–Rachel Cooke, Chief Operating Officer, Brandon Hall Group