Company: Alight Solutions, Lincolnshire, IL
Company Description: Alight is a leading provider of next-level human capital and business solutions. Our purpose is to power confident decisions, for life. We do this by providing our clients' employees with the tools, technology, resources and guidance to make more well-informed decisions around their health, wealth and wellbeing. We currently provide services to 36 million employees and dependents worldwide.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - Other Service Industries
 Nomination Title: Alight's Retiree Learning & Development Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 85 words used.
Alight’s Retiree Health Solutions Learning & Development training team of eight, has a history of creating impactful learning content for facilitators and contact center agents both internally and for external vendor partners. The team delivers train the trainer to external vendor partners as well as external professional facilitators to ensure they can successfully deliver content to their agents. With the addition of our new train the train program and facilitator SharePoint site, the Learning & Development training team has had a tremendous impact this year.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 90 words used.
The following key initiatives were implemented and successfully achieved by Alight’s Learning & Development training team in 2022:
- Developed new Alight Onboarding SharePoint site so facilitators could access their guides and resources seamlessly
- Developed and delivered a Train-the-Trainer (T3) program to take new vendor managers and top performing agents through foundational virtual training and facilitation skills transforming them into virtual facilitators to deliver our onboarding training program to new contact center agents. This ensured the onboarding training program was delivered with consistency by skilled facilitators to all new hire agents.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 235 words used.
The above achievements by Alight’s Retiree Solutions Learning & Development Training Team resulted in facilitators being exceptionally prepared to deliver training to 868 licensed sales agents and 540 customer service representatives who met and exceeded sales goals and client service level agreements, directly impacting ROI and overall customer satisfaction. These accomplishments resulted in the following performance improvements:
- To successfully complete the onboarding program, learners are required to attain an average of 80% or higher on all assessments. In 2022, our overall contact center agent’s assessment scores were 88%, significantly higher than standard, due in part to better prepared facilitators
- Contact center agent average quality scores also increased from 83.85 in Q4 of 2021 to 90.10 in Q4 of 2022 which correlates to facilitators understanding and driving home the significance of quality calls which was incorporated into the new T3 program
- 93.09% of learners coming out of our onboarding program were confident in their ability to apply what they learned to their role. This verifies transfer to the job and shows the facilitators had learned how to highly engaged learners with the content in our program
- [REDACTED FOR PUBLICATION]
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 119 words used.
The following documents provide further information about the Learning & Development training team achievements.
Alight Onboarding SharePoint Site (png)– This is a screen capture of the site created for facilitators to use to deliver our onboarding training content.
Train the Trainer Overview (ppt) - A trainer recruiting video is included in this Train the Trainer Overview document which describes what the program entails.
Retiree Health Solutions Facilitator Handbook (pdf) – This guide provides the details provided during the train the train session to our facilitators who ultimately delivered the onboarding training program.
Quotes from Partners and Participants (ppt) – Vendor partner and Newly certified trainers share their thoughts on the Learning and Development Team and trainer the trainer program.
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