Question
Training and Development
Review one of the two cases and prepare a 1 page response to the questions at the end of the case study in APA format. Questions are in italics at the end of the case. Please make sure you provide a complete answer to each of the questions for full points.
Case
Designing Effective Training for Call Center Associates at Nationwide Mutual Insurance CompanyIn the Personal Lines Call Center at Nationwide Mutual Insurance Company, 1,300 associates answer customer service calls. The Center was facing the challenge of how to attract and retain new associates in a competitive job market and improve their preparation for the volume and type of calls they typically receive. To do so, Nationwide Mutual Insurance Company created the Cohort Learning Program. The Cohort Learning Program replaces traditional lectures with small and large group discussions and activities that encourage problem solving to ensure application of knowledge. Four- to six- member groups consist of individuals with different levels of experience and personality types. Each associate is responsible for creating his or her own learning plan and for identifying knowledge and skills they need to review and practice. Activities and scenarios simulate actual call experiences. Associates have to solve problems and provide customers with solutions. Knowledge and skill assessments are used to provide associates with feedback about their learning. Also, trainers and peers provide face-to-face feedback during the group activities.Compared to associates who receive traditional lecture-based classroom training, associates who complete the Cohort Learning Program show a 72 second decrease in call hold time (on average) and a 49 second decrease in time spent handling each call (on average), resulting in a yearly cost savings of over $63,000.Identify the design elements that help ensure associates learn and apply what they learn to their jobs. Explain how these design elements encourage learning and transfer.
Expert Solution
Learning ought to be a strategic endeavor to facilitate
effective results. When an initial paradigm fails to yield desirable results, a
change is often necessary. This case study analysis considers a set of novel
learning models that are diverse and learner-centered and the resultant
progress. The latter employs a breakdown of the entire Student set to a small
group of six. Instead of a single instructor engaging in a monologue to the
students, the group of five to six students engages with each other intellectually
(Sardegna et al., 2017). This move ensures that they can understand the concept
from a myriad of perspectives as each member actively participates in the
discussion instead of the passive participation of traditional lectures.
Therefore, the state of affairs ensures that the students have a diverse grasp
of the concepts taught, and memorability is reinforced exponentially due to the
repetitions that occur as each member engages in the intellectual discourse.
This question has been solved!
- Verified by Admin
- Written by a Human Expert
