• Change Management
• Curriculum Strategy and Transformation

The challenge

The client's new-hire curriculum had been modified several times over a two- to three-year period, increasing the duration for new-hire training and content redundancy. In a high-attrition environment, these changes significantly increased costs to train new hires and time to proficiency. The client needed expert recommendations on how to reduce these costs, improve time to proficiency, and maintain or improve quality levels and customer satisfaction.

The solution

Conduent Learning Solutions conducted a performance analysis to confirm drivers of performance in the current environment and analyze performance and quality metrics. A curricula analysis was conducted for instructional quality, gaps, redundancy, and balance of risks/investment in priority, high-volume product and service calls. In addition, we evaluated the quality of the following: trainer delivery, learning environment, supervisory coaching for new hires, and the new hire transition to full production process and their support levels.

The results

Conduent provided recommendations and business cases for multi-million-dollar savings in new hire training costs as well as improved speed to proficiency. Included in the specific recommendations was a reduction of the curricula duration by 10%, as well as improvements in instructional strategy and design, assessment gateways for new hires, trainer development, performance assessment, learning environment and administration processes. Other recommendations included a more structured, focused transition and coaching process and increased employee engagement and retention.