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 New Agent 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 202 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 Agents regarding Rehearsal (ppt) - These are quotes from users of the newly implemented Rehearsal platform
Training Arcade Jeopardy! Game Board (png) – This is a screen capture of the game board that the agents completed as part of the OEP readiness training.
Training Arcade Dashboard (png) – This is a screen capture of the dashboard in Training Arcade that captures the game trends of the 5 different games we developed for OEP readiness training.
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.
Train the Trainer Overview (ppt) - A trainer recruiting video is included in this Train the Trainer Overview document which describes what the program entails.
- 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, 2021, 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 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 201 words used.
Over the past 16 months, 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.
- Significantly enhanced our annual Open Enrollment Readiness training using The Training Arcade, a new gaming development software.
- 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 168 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. Our training program has the unique challenge of scaling upwards of five hundred temporary agents annually to coincide with Medicare’s Open Enrollment season. Because of this, the agents need comprehensive knowledge acquisition during our training program, so they are fully prepared to assist our customers immediately upon release from training. With the addition of a video-based practice tool called Rehearsal, The Training Arcade gaming program, and an enhanced 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 203 words used.
These accomplishments resulted in the following agent performance improvements:
- Net Promoter scores (NPS) improved 10.4 points from 68 up to 78, a full 2 points above our competitors NPS.
- Contact center agent average quality scores also increased from 83.85 to 90.10.
- To successfully complete the onboarding program, learners must attain an average of 80% or higher on all assessments. Our overall contact center agent’s assessment scores were 92% in 2023, significantly higher than standard.
- 96% 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.
- The engagement score of learners coming out of our onboarding program were significantly higher than the company average of 71% coming in at 89%, attesting to the high engagement factor of the content the team developed.
- Targeted use of a Rehearsal activity reduced the number of new agent complaints (CTMs) by 50% in less than a month’s time.
- Initial implementation of Training Arcade game reduced our OEP readiness training from 4 hours to 2 hours, a cost savings of over $26K in agent non-productive time.
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