Radcom provided instructional design services focused on accomplishment-based career path development. The engagement included performance analysis, role documentation, skills assessments, and career progression tools to support employee retention and internal growth.
Company Profile
Industry: Insurance
Focus: Customer service and client management roles
Challenge: Rising resignation rates due to lack of perceived career growth
Target Role: Customer Service Associate (CSA), entry-level position
Problem
The company faced increasing employee resignations because team members couldn’t see a clear path for advancement. Leadership recognized that a lack of defined career trajectories was a major contributor to turnover, especially for entry-level positions like CSA. They turned to Radcom to develop a scalable solution that could begin with the CSA role and extend across the organization.
Solution Presented
Radcom proposed a career path framework grounded in performance analysis and instructional design principles. The solution included:
- Accomplishment-based role overviews.
- Customizable tools for replicating the process across other roles.
- Skills assessments and career models tailored to employee development.
- A comprehensive guide to support career navigation.
Process Executed
Radcom carried out a multi-phase
project in partnership with the client, applying a structured and collaborative instructional design approach. The process emphasized aligning performance expectations with actual work outputs, enabling the organization to define clear standards for success and provide transparent development opportunities:
- Performance Analysis: Our performance analysts interviewed CSAs and Client Managers, reviewed documentation and identified key outputs, standards, tasks, and knowledge, skills, and abilities (KSAs).
- Role Overviews: We created detailed descriptions for CSA and Client Manager (CM) roles across business units, outlining expectations and success metrics.
- Playbook Development: We helped initiate a CSA role playbook and provided a format for future use.
- Skills Assessment: We redesigned existing assessments into a Skills Inventory with both self-assessment and supervisory tools.
- Career Path Model: We designed a model including self-reflection, supervisor planning sessions, development templates, and implementation strategies.
- Career Path Visuals: We provided mock-up graphics and templates to support internal communication of career growth opportunities.
Outcome
The company gained a fully developed framework to support internal career growth, improve onboarding, and strengthen employee development practices.
Key results included:
- Reduced turnover risk by addressing career transparency.
- Internal teams are empowered to continue developing roles beyond the CSA.
- New tools for consistent, scalable career pathing and training.
- A culture shift: L&D leadership pursued certification in accomplishment-based performance improvement.
The engagement positioned the company to drive long-term employee satisfaction and retention, with Radcom serving as a trusted partner in their performance journey.