The Client Profile
Charles Schwab is the nation's largest discount brokerage. Schwab serves over 7.5 million individual and institutional clients from some 300 offices in the U.S. Traders can access its services via telephone, wireless device, and the Internet. Besides discount brokerage, the firm offers mutual funds, annuities, bond trading, and now mortgages through its Charles Schwab Bank.

The Business Problem
Training for call centers is complex, and the trainees are at an administrative level. Schwab introduced many new programs and features, and needed to train this globally-distributed audience and ensure that their responses and trade inputs are accurate and followed Schwab Processes.

The TechProse Solution
TechProse developed a comprehensive blended learning solution that started with instructor led introductions at a variety of locations. Trainees were introduced to the new system and guided through introductory exercises. This was followed by practice sessions with a training database and workbook, with instructor support available by phone. After extensive practice, trainees were certified by testing on the new system. Certified staff were then issued logon and password to go live on the new applications, provided with Job Aids and phone support. TechProse developed all instructor and student guides, job aids, and Computer Based Training modules for this system, along with key instructors for the initial and follow up sessions.