Presentation on theme: "Best Practices at John Hancock Financial Services"— Presentation transcript:
1 Best Practices at John Hancock Financial Services Improving Customer Service through E-LearningBest Practices at John Hancock Financial ServicesPresented byJosh BersinMarch 2006
2 Bersin & Associates Who we are Research areas Offerings Industry’s leading research and analyst firm focused on WhatWorks® in enterprise learningResearch areasPlanning and strategyContent developmentLearning programsLearning technologyAnalytics and measurementTalent managementOfferingsStudies and reportsResearch membershipAdvisory consultingWorkshopsBenchmarkingJosh and Leighanne Introduce themselves.Josh does “who we are”.
3 Agenda The customer service problem Typical training solutions John Hancock’s solution
4 Growth in Knowledge Workers Nearly 1 in 3 workers in the U.S.are knowledge workersOthers69.5%Knowledgeworkers30.5%% of Knowledge Workers by Industry(Bureau of Labor Statistics, 2003)Telecomm34%Oil and Gas21%Finance and Insurance33%Government51%Health44%Source: Hewlett Packard, “80% of our intellectual capital is in the heads of our employees.”
5 Customer Service Industry More than 5 million people work in service centers todayTurnover rates range from 60% to 150% per yearMany agents now work from home so training is difficultEmployees must be highly trained on systems, processes, procedures, and cultureService Center Job RolesTelemarketingSalesTechnical SupportCustomer Service
7 Service Center Needs Learning Platform 2 3 4 5 Recruiting New Hire TrainingOnboardingPerformance ManagementTraining & PerformanceSupportPre-screening assessmentQualification assessmentNew Hire TrainingSystems TrainingBlended LearningCoachingGoalsManager SupportTrainingOnline Performance SupportRemote and Self-ServiceLearning PlatformLearning ManagementContent RepositoryAssessment PlatformCompetencies – Job Profiles
8 Learning Delivery Continuum On DemandMultimedia Archives /CD ROMFace to Face ClassroomLive WebcastsCollaboration & CommunityWeb-Based LearningPerformance SupportCoachingOLI/\I /O\\EI LEO\I IL\IFoundation Immersion Reinforcement Community
9 Training Options Highest Cost Instructor Led Self Study Instructor SimulationsInstructorLed TrainingWeb-BasedSelf-StudyInteractivitiesAssessmentsLive E-Learning with InteractivityLabs, Small GroupsOnline HelpAnd ModulesBroadcast Live E-LearningReplays of Live E-Learning
10 Blend “When mastery matters” Program Cost and ComplexityBlended ProgramsAwareness,FamiliarityCompetenceMasteryInformational Skills & CompetenciesProductivity
11 Wells Fargo Call Center Training Collaboration15%On the job15%On the job30%On the job45%Instructor-led50%Collaboration30%Instructor-led40%Collaboration10%Instructor-led15%Instructor-led30%Web-basedcourseware40%Web-basedcourseware35%Web-basedcourseware30%Web-basedcourseware15%Week 1Week 2Week 3Week 4
12 Range of Training Needs TaskConceptHelp“How to”ProcessProcessConceptual,PurelyUnderstandingMemoryFact-filled-ConceptualHelp - SupportTrainingEducationHow do I modify the order I entered?How do I change an address?What is our orderprocess?What is accounting?What is the rightmarketing strategy?What is our returnpolicy?How do I position this product?
13 Performance Support Systems Performance support (Learning on demand)Conventional training (Classroom, online)What?Access to specific, relevant information as needed to perform a taskTypically covers a range of topics and concepts; relevant and irrelevant informationWhen?Access to information when the learner needs itAvailable on a schedule; may not be available when neededHow?Used on the job while the task is being performedTakes learner away from the job for simulated experienceWhy?Purpose is to provide information in order to complete the taskGeared toward providing understanding or skillFor ExampleOnline reference database,help systemWeb-based courseware,online video, instructor-led training
14 Need for Integrated Learning Content Online HelpCoursesLCMSHelp System
15 John Hancock Financial Services $23.2 billion company (Manulife) with 20,000 employeesJohn Hancock Retirement Services BusinessSells and services 401K management solutions to businessesBased in Toronto; 1,100 employees, 600 in serviceIndependent business unit with its own performance development team, 10 peopleCompany Snap Shot
16 Employee and Business Profile 400 client account representatives:Highly trained customer service reps with 160 accounts each. Reps must be familiar with a wide variety of products, processes, policies, procedures, and regulations.Top performers are promoted to higher revenue accounts.Hiring, assessment, and trainingCandidates are screened, assessed, and interviewed extensively.Intensive six-week training program for new hires covers systems, processes, and customer service.Performance development teamOnly 10 people responsible for assessment, hiring, instructional design, classroom facilitation, project management, and SMEs.
17 Training ChallengeClass size people, difficult to schedule, courses scheduled 7-20 times per year, employees spent dozens of hours of training per yearTests, scheduling, and tracking all done manuallyNo online support system for help and performance supportEvaluated a range of options:Learning management systemsInternally-built systemsBlackBoard Learning System™
18 John Hancock Solution Learning Platform (Blackboard) Third Phase First PhaseSecond Phase2345RecruitingNew HireTrainingOnboardingPerformance ManagementTraining & PerformanceSupportPre-screening assessmentQualification assessmentNew Hire TrainingSystems TrainingBlended LearningCoachingGoalsManager SupportTrainingOnline Performance SupportRemote and Self-ServiceLearning Platform (Blackboard)Learning ManagementContent RepositoryAssessment PlatformCompetencies – Job Profiles
20 Continuing Education Needs Problem:More than 100 different investment options10-15 enhancements to 401K program each yearOngoing state law changes and systems enhancementsReps needed to take courses per year, with written testsSolution:Online content now available in BlackboardEach rep has 2-3 weeks to complete and take an assessment onlineTotal learning and testing time is now only 30 minutesCompliance training now fully tracked
21 Hiring and Assessment Problem: Solution: Variety of assessments needed for training, screening, and recruitingAssessments were done manuallySolution:All new hire screening uses an online assessmentAll recruiting uses an online assessmentAll training uses online assessmentsAssessments can be correlated to make sure that competencies in training are being screened and reused in the hiring process
22 Performance SupportJohn Hancock built an online database of frequently-asked questions for knowledge managementFocused on policies and proceduresEliminates needs for broadcast s and meetings when processes changePerformance SupportTrainingKnowledgePerformanceManagementSupportTo instructTo informTo guide performancedirectlyRequires anLess interruptionLeast interruptioninterruption to workDictates how learnerUsersdetermines howTaskat hand defineslearnsthey learnwhat the tool will doGoal is to transfer skillsGoalis to be aGoal is to assistand knowledge to userresourceperformance (or do itInfoNetcompletely)
23 Results 20 e-learning programs launched in 2005 11,853 student hours in e-learning (100% growth)Widespread adoption and satisfactionBenefits to service representatives:System is very easy to useReduced time in training makes reps more productiveCompliance training completely trackedPerformance team freed up for more strategic workOpportunity for competency-based recruitment and learning
24 Lessons LearnedBlackboard™ served needs without cost and complexity of traditional LMS solution.Ease-of-use was and is a critical criteria.Very easy to publish any form of content (from documents to Captivate simulations).Change management, training on system very important.E-learning does not replace instructor-led training, classroom still preferred for new-hire modules, and discussions.
25 For More Information Detailed case study Research memberships, advisory consulting, workshopsDownload case study at under “free research”
28 Who is Blackboard? Mission Statement What we believe Our role? To enable learning innovations everywhere by connecting people and technologyWhat we believeConnected with the right technology organizations will bring about lasting learning innovationsTechnology breaks down barriers and unlocks new possibilities / experiences / servicesTechnology is only as relevant as the achievement it helps bring aboutOur role?Provide a new learning environmentFoster a global community of practiceCreate exceptional user experiences for all participants
29 Who is Blackboard? Publicly traded Company (NASDAQ:BBBB) Approximately 800 employees7 offices around the US and abroadApproximately 3,700 clientsApproximately 200 clients outside of traditional education space (i.e., corporate and government accounts)MarshMorgan StanleyTennant CompanyProgressive InsuranceJohn HancockTexas InstrumentsUS ArmyUS Air ForceUS NavySocial Security AdministrationHealth and Human ServicesVeterans Administration