Learning Experiences
menu

Learning Transformation

Onboarding Programme Transformation

Saved time, money and managed version control.

Created a suite of resources, journals, training materials

Overview

Our client is a leading international financial services group based in Canada that helps people make their decisions easier and their lives better. They provide financial advice and insurance as well as wealth and asset management solutions for individuals, groups and institutions.

The client presented several challenges with their existing new hire program:

  • The need to reduce the time spent on induction by 25% without impacting results
  • Wanting to create a “standard approach” for learning across departments, geographies, sites and functions
  • To improve the learning curve and support new advisors to take effective calls sooner
  • Wanting to reduce speed to competence from 9 months to 3 months

We believe outputs should be delivered as tailored and specific to the client as possible, so to make this happen, Ember conducted a needs analysis of the existing cross departmental employees in the contact centre environment across several Canadian sites, both face to face and virtually.

The customers’ voice and feedback was also taken into account which provided insight into scope of the opportunity as well as informing our approach to the solution as we studied the feedback for new advisors.

From working in collaboration with the Operations and Learning and Development teams, we were able to identify and then prioritise a programme of modern “Learning & Development” practices that built sustainable skills for their future needs in house.

Results

  • Transforming the learner journey to create a truly blended training approach which saved time, money and managed version control.
  • Partnered to deliver a fresh approach to training that focused on top call drivers whilst improving trainer capability in both classroom and virtual facilitation.
  • Created a suite of resources, journals, training materials and detailed notes that allow this training to be repeated in the future with new groups.
  • Improved the accessibility and suitability of reference material in their knowledge bank for new hires to use once they were on the floor reinforcing a 70:20:10 learning culture.

Want to find out more?

Throughout our work with global clients, we have helped shift organisations from being transactional, hierarchical structures into transformational, inclusive communities of colleagues.

Visit Learning Transformation

Back to Case Studies
The future of employee experience: People are our biggest investment
With organisations changing at fast pace whether that is hybrid working or more digitalisation, with increased expectations on personalised employee e
Listen
Malcolm Taylor - Senior People Development Manager
In this latest Learning Noodle podcast, our guest is Malcolm Taylor, who is the Senior People Development Manager from The Meteorological Office. Malc
Listen
Meet the brain to help improve your learning and memory
Imagine what you could achieve if you knew more about your brain? With neuroscientific interests in learning and memory on the increase, what better p
Listen
Measuring the impact of learning and development is difficult but possible
This week we will be focusing on the importance of Learning and Development and how to find evidence of its positive effects. Special guest Kevin M Ya
Listen
The importance of alignment and retention when in person.
The importance of bringing people together in person to collaborate, does it bring an energy that was lost during the pandemic? It provides the space
Listen
How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
Listen
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Listen
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
Listen
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Listen
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Listen
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
Listen
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
Listen
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Listen
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
Listen
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
Listen
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
Listen
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
Listen
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
Listen
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Listen
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
Listen
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and
Listen

Let's make a difference

Socials:

    DISCOVER MORE