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 Achievement Categories
Nomination Sub Category: Customer Service Training or Coaching Program of the Year - All Other Industries
 Nomination Title: Alight’s Retiree Solutions Onboarding Training Program
- 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 143 words used.
The following documents provide further information about the program achievements.
Rehearsal Scenario (jpg) – This shows an assignment that the agents completed in the new Rehearsal platform.
Creating a New Appointment (MP4) – An example response to the “Creating a New Appointment” assignment from an agent using the Rehearsal platform.
Quotes from contact center agents (ppt) - These are quotes from users of the newly implemented Rehearsal platform
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 experienced agents who ultimately delivered the onboarding training program.
Quotes from Train the Trainer participants (ppt) – Newly certified trainers share their thoughts on the trainer the trainer program.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, 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.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 183 words used.
Over the past year, significant enhancements to our Onboarding Training Program helped us accomplish major goals which were instrumental to the success of our organizational achievements. The Retiree business was a recent acquisition for Alight, so in addition to our enhancement initiative, all program content had to be rebranded to meet Alight’s brand standards. In addition to overcoming this challenge, the following achievements were accomplished:
- Implemented an innovative practice program using Rehearsal—a video-based practice and coaching platform designed to allow our agents to record themselves completing practice scenarios, and submit the recordings for mentors to review, provide comments, and personalized feedback and coaching. This provided our new agents multiple opportunities to practice and receive feedback on their newly acquired skills, which increased knowledge retention and improved transfer to the job.
- Constructed a Train-the-Trainer (T3) program to take top performing agents through a four-week immersion of foundational virtual training and facilitation skills to transform them into virtual trainers to deliver the onboarding training program to new contact center agents. This ensured the onboarding training program was delivered with consistency to all new hire agents.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 113 words used.
Alight’s Retiree Solutions onboarding training program for new hires has a track record of tremendous continuous improvement over the past years. What started as a few Word documents and PowerPoint slides is now a full suite of blended learning curriculum with synchronous and asynchronous learning activities. Our onboarding training program for new hires breaks down an immense amount of complex knowledge that involves highly regulated health insurance industry content into digestible and transferable learning made simple for our contact center agents. With the addition of a video-based practice tool called Rehearsal and a new train the train program, the onboarding training program for new hires has been taken to a whole new level.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 215 words used.
The above enhancement achievements in Alight’s Retiree Solutions onboarding training program resulted in the following agent performance improvements:
- [REDACTED FOR PUBLICATION]
- Contact center agent average quality scores also increased from 83.85 in Q4 of 2021 to 90.10 in Q4 of 2022
- 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
- 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 learners were highly engaged with the content in our program
- [REDACTED FOR PUBLICATION]
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