With a geographically dispersed employee base and no financially viable way for employees to get certified on Transamerica guidelines and policies, LiveOps decided to take a blended technology approach.
by Site Staff
November 19, 2012
LIVEOPS INC.
LiveOps Inc. provides on-demand contact center services. Some of its 20,000 employees field calls for Transamerica, an insurance, investment and retirement company. LiveOps realized, however, that its independent agents frequently did not follow compliance guidelines for new insurance customers. If these guidelines are not followed, sales are canceled, and customers do not receive the product they expect. The agents already have been paid commissions, but Transamerica and LiveOps do not receive funds if the sale is canceled.
LiveOps’ learning team identified a method to ensure all of its employees met the insurance company’s guidelines. With a geographically dispersed employee base and no financially viable way for employees to get certified on Transamerica guidelines and policies, LiveOps decided to take a blended technology approach. The new learning program blends a variety of learning modules, such as e-learning hosted via LiveOps University, which includes situational course design and virtual classroom settings, and has a mobile library, just-in-time content and an online community site for gamification features.
Since the new learning program was implemented, 95 percent of independent agents have completed it, and there was nearly a 78 percent reduction in the number of canceled sales due to compliance issues.