Quickly Train Large CSR Pool on Key RegulationTo achieve time-sensitive business objectives, the call center of a large insurance company needed to train 2,700 new customer service agents at 13 separate locations on Medicare Part D. A severe shortage of instructors and classrooms compounded the challenge.
A Tailored Block-Scheduling Training ProgramTo meet the challenge, the Chatfield Group worked with site managers, team leaders, and a pool of internal and external trainers to develop a course of study that could be broken apart and delivered over 10 working days. Our instructional design team worked with representatives of governmental agencies to develop the courseware needed to explain Medicare Part D rules and regulations to the company’s customer service reps.
Reinvigorate Corporate SalesA large multinational corporation was struggling to adapt its 75-year-old sales process to changing market conditions. Sales were stagnant, largely due to difficulty attracting new customers.
Rigorous Sales Certification ProgramTo reinvigorate its sales department, the company needed to make a seismic shift in its approach to sales. To facilitate this needed change, the Chatfield Group developed a new, customer-centric approach to sales that took the form of a redesigned Sales Certification program centered on five key components: Territory Management, Business Development, Presentation Excellence, Performance Management, and People Development. By focusing on these five components, and by constantly challenging salespeople to meet and exceed customer expectations, the company was able to increase market share through targeted “go-to-market” sales activities.
Through consultation with management, and by conducting focus groups, process mapping, train-the-trainer sessions, and emotional intelligence (EQ) workshops, Chatfield consultants were able to initiate change throughout the multinational sales force. At the conclusion of the engagement, the client recognized a 53% increase in average sales, a 30% increase in close rate, and a 31% increase in product mix.
Filed in: Talent Development
Streamline Technical TrainingA leading telecom company needed to reduce the cost of educating PBX technicians. Its five one-week sessions spread over two years were too great a draw on critical company resources.
Develop Blended Learning ProgramTo streamline technical training, Chatfield consultants took a blended learning approach to the design and development of new courseware. The company’s new curriculum included mentoring, on-the-job activities, self-paced assignments, job aids, and computer-based instruction as well as team discussions, tests, and a one-week facilitated workshop to create a cohesive and effective training program.
The bottom-line impact: The revamped training program achieved a $500,000 reduction in annual travel expenses and created $125,000 in new revenue on top of a 400% return on investment.
Support Business Ramp-Up with Just-in-Time Custom TrainingA global shipping leader with an expanding US presence needed help building a training curriculum to address the development needs of its employees, managers and new hires. The company was searching for a cost-effective means to help employees develop core leadership skills, starting with an introduction to its new performance management process.
After assessing its training & development options, the company elected to develop customized workshops incorporating the company’s philosophy and core competencies. Although the company’s expert training staff would facilitate the workshops, the company lacked the time to develop the workshops internally.
Customized Training Incorporating Core CompetenciesThe company selected the Chatfield Group to partner with its Director of Training to develop a comprehensive training curriculum designed to meet the development needs of the firm’s US employees over a three-year period.
Innovative, turn-key workshops are the primary delivery vehicle for the new training and development curriculum, which can be adapted, as needed, to address changing business requirements. The workshops – which were designed to reinforce core competencies and build essential leadership and management skills – incorporate design flexibility as well as customized branding and design.
Topics covered in the new training & development curriculum include Performance Management, Behavioral Interviewing, Basics of Management & Leadership, Career Development, Emotional Intelligence, Conflict Management, and Essential Communications Skills.