Healthcare Services Company's Call Center Training

Working with Michaels & Associates was money well spent.

— Director of Operations

Training images

The patient relationship branch of a Fortune 100 healthcare services company wanted to overhaul their existing call center new hire training to reduce training and ramp-up time for Level 1 call center employees, reduce turnover and enhance the learning results of the program.


  • Overhaul the existing call center new hire training program to meet business needs and serve as a model for the entire training curriculum
  • Reduce training time while concentrating on key behaviors for success


  • Conduct a thorough analysis of the existing program to identify knowledge gaps and areas for improvement
  • Interview and observe successful call center employees to identify key competencies to address in the program
  • Redesign the program based on adult learning principles and instructional design concepts while aligning skills with desirable business outcomes


  • Training time reduced by one full day but with 30% more content
  • Multiple opportunities for hands-on learning, collaboration and role plays throughout the training program
  • A single source facilitator / participant guide for consistency and ease-of-use

PDFDownload the Case Study PDF