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.

In 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.