Expanded relationship offers innovative outsourced training program solution

The Client: Retail/wholesale healthcare company

Case Studies

The Challenge

The client was seeking a staffing partner able to provide a more efficient external training program that could handle the ever-changing regulations and restructurings associated with the healthcare industry. They reached out to Adecco to provide a customized and centralized training program covering instruction through their internal learning management system (LMS) and the commitment to deliver well-trained, adaptable associates possessing requisite high-level customer service skills.

The Strategy and Solution

After years of supporting our client’s traditional contingent labor needs, Adecco structured an outsourced solution to manage our client’s entire internal training operation, placing particular focus on relationship management. While the actual learning material is overseen by our client’s training consultants, Adecco’s team of process-oriented administrative and human resource professionals offer visibility through one central location and perform the following functions:

  • Compliant, web-based nationwide training
  • Proactive identification of potential improvements and cost reduction opportunities
  • Ongoing detection of previously unrecognized gaps in process flows
  • LMS training for client’s consultants deployed through a blend of learning approaches
  • Timely receipt and distribution of training materials
  • Reporting that details client’s ROI and realized benefits of the outsourced training program
  • Monitoring of benchmarks for key performance indicators

Results/ROI

Our innovative program built trust with our client and we have consistently met or exceeded service level agreements (SLAs).

Measurable results include:

  • 99.8% data entry accuracy for 1,500+ classes and 40+ locations
  • 100% on-time materials delivery to all classes
  • 100% accuracy for on-time pre-approval and reimbursement processing for more than 1,000 annual participants
  • 20% reduction in client’s workload due to improved processes
  • Reduced spend associated with cancelation fees, materials and travel
  • Increased speed-to-answer and follow-up resolution percentages
  • Decreased call abandoned rate

For more information on how we can optimize your workforce management program—in one country or across the globe—please contact your Adecco representative today.