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

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.

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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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