American General Life Insurance Situation American General has over 300 customer service representatives who handle a huge volume of policy information changes and corrections, internally known as transactions. The department was not only struggling to keep up with a large volume of tasks, but also was unable to cross-train on tasks. As a result, turnover was very high and job satisfaction was very low. Solution Little Planet Learning worked with the company to create scenarios and simulations, teaching customer service representatives through self-paced tutorials, non-threatening practice modes, and certification tests: How valuable they are. Why the transactions are important. What happens when they are done right ... or wrong. Results The company saved $500,000 in salaries in the first nine months. Error rates plunged by 28 percent. Turnover decreased sharply. Department morale and cooperation improved dramatically. Elaine McReynolds, senior vice president of Insurance Services, Says "As we covered minute details of transactions that needed to be included, they didn't get bogged down in the mundane, but kept finding ways to be creative while maintaining a high level of quality. They kept coming up with innovative solutions to getting painfully detailed content across. "Job effectiveness has increased, and our customer service representatives have become a positive force in the organization. WAGLA-TV has given this department new energy and a belief in themselves. We have seen a real difference in attitude already. McReynolds says. "People who felt frustrated before are now excited about the department, and they're proud of their success."		American General American General's Weapon Against Turnover