Case Study: Blue Cross Blue Shield of Massachusetts cuts call center onboarding time with ELB Learning

Blue Cross Blue Shield of Massachusetts cuts call center onboarding time by 50% with eLearning Brothers

Blue Cross Blue Shield of Massachusetts (BCBS - MA) faced significant challenges with its call center onboarding process, which lasted over 10 weeks and led to high employee turnover. To address this, BCBS - MA partnered with vendor ELB Learning to reimagine its training program with the goal of reducing onboarding time, enhancing effectiveness, and improving retention rates.

ELB Learning implemented a comprehensive solution that included a reimagined onboarding program with a new learning strategy, personalized paths, and just-in-time support. This strategy mapped out a blended training agenda that cut training time by 50%. The results included a more streamlined and engaging learning process for new hires, building their confidence and shortening their time to productivity.

Blue Cross Blue Shield of Massachusetts