Customer Retention, E-Learning Solution for MetLife

Objective

MetLife needed a consistent and effective training solution for customer-facing associates, managers, and agents across its global markets. A lack of uniform training led to inconsistencies in customer interactions, impacting retention and cross-sell opportunities. MetLife sought a solution that could standardize learning across seven key international markets while ensuring cultural and language relevance.

Our Solution

Global Engagement Solutions (GES) developed a custom learning suite tailored to MetLife's customer retention strategy. This solution included:

• Localized, in-language training for seven major global markets.
• Five action-oriented, interactive modules focusing on proactive and reactive customer retention strategies.
• Training for all customer-facing associates, managers, and agents to ensure consistent service delivery.

Results

• Over $300 million in bottom-line impact.
• Increased persistency, earnings, and cross-sell success.
• 98% of global participants found the training to be a valuable investment of their time.