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Case Study: Blended Learning at Wells Fargo: How ASTD Excellence In Practice award winner earned its seat at the top.

Friday, December 10, 2004

Wells Fargo's 12 national call centers are a critical component of its business model. Its 3,000 customer service agents provide assistance to the company's clientele 24-hours a day. Although this company puts approximately 2,000 service agents per year through new hire training at a cost of over US $3,000 per agent, the training was not delivering the desired results.

In recent years, more than 50 percent of new hire turnover led to high recruitment and training costs. There was an inc

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