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Actio Learning + Alight Solutions Improve Call Center Performance

THE COMPANY

Alight Solutions provides benefits administration and cloud-based HR and financial solutions to help clients and their people navigate the complexity of health, wealth and HR. With 22,000 colleagues across 14 global centers, they deliver an unrivaled consumer experience. Alight has been operating for 25+ years and is the former outsourcing business of Aon plc.

THE CHALLENGE

Alight Solutions (formerly Aon Services Corporation) needed to improve training outcomes for the Customer Care Representative role. The Talent Organization faced numerous performance and training challenges:

  • current training focused almost exclusively on knowledge-content, with very limited practice

  • training environments were outdated

  • three unique and overlapping benefit domains

  • client plan configurations varied considerably and some some CCRs supported just one client, but others supported multiple clients (making the work broad and varied)

  • definitions of work performance and performance milestones were unclear

All of which was resulting in poor client and participant experience and more “at risk” clients than desired. Download the Case Study to discover how Actio developed developmental roadmaps to improve overall efforts.