Case Study 2024
Patty Barrios
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A healthcare organization sought Valor Global’s expertise to streamline their agent training process. They were facing challenges with lengthy agent onboarding times, ensuring compliance, and maintaining high performance standards. They needed a program that would quickly endorse agents into production while maintaining throughput and quality. Additionally, they required a robust cross-skill training initiative focused on compliance and quality assurance across both medical and administrative operations.
We developed a dual-focused training strategy to ensure rapid agent endorsement and cross-skill development. This involved:
Objective:
Rapidly endorse agents into production while maintaining high standards of performance.
Conducted a comprehensive needs assessment to tailor training to specific operational requirements.
Partnered with recruitment to ensure new hires met skill and qualification standards.
Developed a custom curriculum, covering product knowledge, CRM mastery, and compliance protocols.
Employed a blended learning approach, combining classroom training, e-learning, and mock scenarios.
Tracked performance metrics (KPIs) such as average handle time, quality assurance scores, and productivity to measure training effectiveness.
Objective:
Provide cross-skill training with a compliance focus.
Identified skill gaps across departments and designed modular training to address them.
Introduced job rotation to expand employee skills and operational flexibility.
Conducted regular evaluations to monitor skill acquisition and track improvement.
83 agents were effectively endorsed into production with a 93% throughput rate, significantly reducing onboarding time.
Achieved a 100% attendance rate, reflecting exceptional engagement from participants.
Maintained a 97.69% average quality score, surpassing the 90% compliance benchmark.
