Alight Solutions, Lincolnshire, Illinois, United States: Alight's Retiree Learning & Development Team

Written answers to the questions

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Alight’s Retiree Health Solutions Learning & Development training team of six, has a history of uncovering business problems and needs to create impactful learning content for contact center agents. The team has broken down an immense amount of complex knowledge that involves highly regulated health insurance industry content into digestible and transferable learning made simple. With the addition of Rehearsal, a video-based practice and coaching platform, a gamification tool called Training Arcade, and a new train the train program, the Learning & Development training team has taken training to a whole new level, while facing a unique situation.  Alight Solutions acquired the Retiree Health business in October of 2021 and as a result, we faced a huge challenge of operating on 2 enterprise platforms while striving to meet business goals.

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The following key initiatives were implemented and successfully achieved by Alight’s Learning & Development training team during this transition and beyond:

1. Rebranded 250 eLearning modules, 68 Instructor Guides and 66 Learner Guides to meet Alight’s brand standards.
2. Loaded content to 2 Learning Management Systems (Alight and former Company) so agents could access content seamlessly throughout the transition.
3. Developed new Alight Onboarding SharePoint site while also maintaining prior company site so facilitators could access their guides and resources during the transition.
4. Developed and delivered 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 our onboarding training program to new contact center agents. This ensured the onboarding training program was delivered with consistency to all new hire agents.
5. 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, 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.
6. Implement the Training Arcade, a gamification platform designed to enhance training through interactive games and activities.  Just one game alone increased engagement of the 615 agents who participated and reduced their training time by 50%.

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The above achievements by our Training Team directly impacted our contact center agents who met and exceeded sales goals and client service level agreements, directly impacting ROI and overall customer satisfaction.

These accomplishments resulted in the following agent performance improvements:

• Net Promoter scores (NPS)  improved 10.4 points from 68 in Q4 of 2021 up to 78.4 in Q4 of 2022, a full 2 points above our competitors NPS.
• 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 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 CTM complaints to an acceptable level within 1 months’ time.
• 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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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 experienced agents who ultimately delivered the onboarding training program.

Quotes from Partners and Train the Trainer participants (ppt) – Our Training Partner and Newly certified trainers share their thoughts on the team and our trainer the trainer program.

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.

Training Arcade Jeopardy Game Board (png) – This is a screen capture of the game board that the agents completed as part of their OEP readiness training.

Training Arcade Dashboard (pgn) – 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.