The Challenge

• Previous approach:
  • Large, globally distributed health insurance call center operations
  • Rigorous, 18-week role-based training
  • 100% in-person training model
  • Large team of facilitators required to travel constantly to operations locations

The Solution

• Blended model which enables new hires to learn at their own pace and connect regularly with facilitators for VILT events
• Includes both general and role-specific training
• Leverages the Intrepid platform for cohesive and intuitive learning experience
• “Multi-site” capability of Intrepid platform makes administering hundreds of courses and start dates easy

The Results

• Consistent engagement and excitement from new hires (well over 10,000 onboarded in first 2 years alone)
• 15% reduction in onboarding cycle time, equating to several million dollars in annual savings
• Increased instructor productivity — reduced teaching time and over-time for admin, as well as increased course preparation and development time
• Increased training availability—onboarding now available worldwide regardless of new hire numbers or geographic location
• Accelerated adoption across multiple roles