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A Learning Needs Analysis for optimizing call centers performance


Improve Call Center Agents performance with a complete Learning Needs Analysis


OPORTUN is a fintech company that provides financial services from personal loans to financial resources.
The company was listed in the TOP 10 most innovative finance companies by Fast Company in 2019​.

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Business Objectives

  • Improve Call Center Agents performance

Training Objectives

  • Improve the New Hire Training efficiency of the collections Line Of Business 
  • Improve soft skills and software training
  • Make the training on product knowledge more digestible


  • A complete Learning Needs Analysis conducted in the following four phases :
  1. Kick-Off: Collaboratively define the intended outcomes and objectives
  2. Material Audits: Deep-dive into existing training curricula and content, assessing reengineering areas of opportunity
  3. Remote Workshops: A set of workshops and focus groups aimed at understanding and identifying operational realities & inefficiencies, skills gaps, winning behaviors, and the drivers to advance learner buy-in.
  4. Analysis Report: Full analysis and debrief of findings including the proposed action plan




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