What if a training problem isn’t really a training problem?
Looking beyond the classroom to understand what new phone agents needed when live customer conversations began.
Look beyond the training room
New phone agents were completing training, but too many left soon afterward. The problem needed a wider lens.
A redesigned learning journey for 1,700+ phone agents
- 1Understand the agent experience
- 2Connect learning and coaching
- 3Support the everyday work
The challenge
A major national insurance provider faced a troubling pattern: new phone agents completed sales training, but too many left shortly afterward.
Our work revealed a broader issue. Agents did not always feel adequately supported once training ended and they were suddenly on the phone with a real customer.
My approach
I helped lead a comprehensive assessment of the agent experience, working with sales leaders, coaches, operations teams, and frontline employees to understand where support was breaking down.
We examined the transition from training into daily work and what agents needed to succeed in those moments, including learning and support in the flow of work.
What changed
The assessment informed a redesigned learning journey for more than 1,700 phone agents.
We shifted the conversation from “How do we improve training?” to “What does someone need to succeed when the work actually begins?” That changed the solution.