Company: Voya Financial
Company Description: Voya Financial is an American financial, retirement, investment and insurance company based in New York City. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering. In April 2014, the company rebranded itself as Voya Financial.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Financial Services Industries
 Nomination Title: Voya Learning and Development Team
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 146 words used.
Voya Learning and Development is consistent in their exceptional dedication to preparing its Customer Service Associates (CSAs) with the skills and knowledge required to excel in their roles. Through innovative training techniques, a commitment to continuous improvement, and focus on quality, Voya has built an agile training program. This nomination highlights the successful cross-training initiative across business two lines, showcasing a collaborative effort that led to the partnership among leaders, enhanced customer satisfaction, and improved CSA capabilities. There are over ten unique business lines and upskilling opportunities that are trained on to develop the CSAs, and recently the opportunity to train across siloed business lines to support newly onboarded clients was achieved. The strong collaboration between business line leaders and training teams fostered the opportunity to overcome challenges associated with combining various system platforms to support a new training approach and ultimately a seamless customer experience.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 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.
Customer Service Training Team of the Year – Internal: Voya Learning and Development Team and their Collaborative Training Success Across Business Lines
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 239 words used.
A notable achievement of the team this year has been the successful cross-training of Customer Service Associates across business lines to support the increased business demand of new clients. The training was in response to the need to service newly onboarded clients who would require the use of a blend of systems, call flows and processes utilized between the two business lines. The training pilot required multiple leader connections between Operations, IT, Workforce Management, Learning and Development and Quality Assurance to determine the needs and capabilities of each team. The trainers from each business line formed an effective working relationship as the project involved determining the right approach and amount of knowledge needed from both business lines.
A key outcome of this collaborative effort was the significant decrease in training time. By leveraging the strengths and best practices of both business lines, the time required to train CSAs was reduced by 60%. This effort allowed for a more efficient use of resources and a significant cost reduction. As a result, learners were able to achieve proficiency in handling customer calls with confidence faster than before. Since the CSAs have been in production, they have reduced their average handle time by 4 minutes from month one to month two of taking client calls. The feedback received from the trainees proved the training approach was a more engaging and supportive learning environment. This training approach will be replicated for future classes.
- 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 35 words used.
Attached is a PowerPoint providing additional information for you to view. Please note: The PowerPoint is meant to be viewed in presentation mode in order to hear the accompanying audio. The slides will change automatically.
- 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 179 words used.
The collaboration between the two siloed business lines stands as a testament to what can be achieved when there is a need to support a unique customer base. The blending of two different training styles is significant to Voya as it has set a new standard on how training and team collaboration will be managed moving forward. The new partnership of training and business teams moves Voya closer to consistency in systems and tools knowledge, as well as visibility in best practices across all business lines. Similar training techniques are now used between these two business lines, including the addition of specific visual management tools, class structures, and training resources. Voya’s leadership teams now participate in periodic touchpoints to review the success of the pilot while actively planning for upcoming cross trainings between business lines. Voya will continue to reach a new standard to provide a seamless customer service experience by leveraging all CSAs with minimal ramp up time while providing their CSAs with the necessary tools to be successful at a reduced cost and increase in resource productivity.
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