1.
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OurLearningFramework@ play
Value-added
Customer
Experience
Elevated
Agent
Experience
Enhanced
Business
Outcomes
Seamless
Transition
to Digital
Capability Development as a function, focuses on the end-to-end domain learning journey of every employee at Firstsource, using the smartest digitally enabled and
engaging tools, focusing on business outcomes and prioritizing constituent experience. The function specializes in (1) building the basics of US Healthcare domain
knowledge, (2) delivering on the client process / system required knowledge, (3) overall employee skill building, (4) perform audits as per contractual terms and (5)
continuous improvement of business outcomes through domain knowledge-based interventions.
Design
through Content transformation – COE
• Interactive e-learning built on “Learn –
Practice -Master - Sustain” approach
• Online system simulations for practice
• Gamification for increased
engagement
• Videos and micro-learning for
continuous improvement
• ‘Always on’ learning
Delivery
through Dedicated facilitators and
quality auditors
• Four critical phases – Pre-Process, Process, OJT
and BAU
• Virtual and in-office training expertise
• Training delivery based on Adult Learning
Principles
• Focus on client brand values, products &
processes
• Training KPIs alignment with business outcomes
• Strong close-looping process based on gap & root
cause analysis
Digital interventions
• Decision trees for ‘First Time Right’ outcomes
• Video based learning for top call drivers and learning paths for personalized and continuous learning

2.
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HolisticApproachforMomentsthatMatter
Onboarding Training OJT Production
Training
Quality
• Profile analysis basis early
tenure performance
• Close loop quality insights
• Calibrations with
hiring team
• Customized
assessments
• Client brand & values
• Tone of voice
• Cultural context
• CX – CSAT, FCR, NPS (Per client
requirements)
• Product, compliance & systems
• Videos & gamified assessments
QA WORKBENCH COVERING THE END-TO-END VALUE CHAIN
Co-designed quality
assurance framework
Monitoring
process defined
Sampling approach agreed upon:
Targeted; Stratified
Coaching and
effectiveness monitoring
Interaction with new hire groups:
• Calibrations
• Call listening & reviewing
• Post training sign off
• Trainer support in early Tenure
• Micro learning content for
refreshers
• Progressive Learning approaches
• Scorecard based certification
• Dedicated monitoring support
for early tenure
• Coaching support and key
metric feedback
• Insights at batch level
• Gamified monthly assessments
• New updates & roll outs
• TNI based interventions
• Random/Focused/risk-based monitoring
• Behavioral governance
• Business health report (Complaint
Outcome, Customer Verification etc.)
• Gap analysis and root cause – people,
processes and policy
• Action plans using control impact matrix

3.
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TheTrainingValueChainof NewHire Engagement
Reimagining the new hire learning model by impacting various stages the lifecycle of the new hire
• Simplifying or
staggering
work types – Simple
to complex (wage
model to mirror
skills)
• Design volume-
based
skilling journey for
identified programs
• Assess & Align
(quality of hires) –
In partnership with
the TA team to align
hiring assessments
to required
knowledge, skills
and aptitude by
roles and business
• Pre-hire videos –
to align new hires to
the actual job they
are getting into &
avoid job shock
• New approach to
training with Smart
Learning
Framework focusing
on high volume
areas
• Using digital
learning for delivery
• Facilitators certified
on the modern
methods of training
• Defined nesting
approach
• Usage of digital
methods to
enhance OJT
learnings
• The Varsity -
create value
proposition by
deepening domain
expertise and
foundation skills
1 2 3 4 5 6
“Make my job easy!”
“Map my skills
accurately to the job”
“Make me understand
what to expect”
“Set me up for success
with training”
“Help me to learn the
ropes on the job”
“Enable my growth”

4.
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TheVARSITY
Boost a feeling of value, confidence,
& proves we are committed to
growth.
Surveys have shown that employee
with certification were 90% time
more productive & 60% more
efficient than those without.
They want to be challenged in
positions. Seek learning openings and
consider the impact on their career
path
Demonstrates we maintain a high
level of knowledge and skill in
industries
Problem Statement: FSL needs to attract, retain and engage talent by providing them with long-term engaging learning pathways and options to develop
their skills in the business domain and grow in the various domains or specialize in certain domains.
Talent needs to be leveraged across BUs and the right learning pathways need to be provided for building talent as a competitive edge for the Organization.
e.g. Claims 101, 102 course – Can be leveraged across HPHS and cross-pollinate into Provider
Employee Satisfaction Engagement Attract Top Candidates Gain Competitive Advantage
Benefits
https://firstworld.firstsource.com/intranet/the-varsity/

5.
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GamificationbasedAssessmentsforfrontlineassociates
Gamification based
Assessments
The learners go through modules and assessments and go
through tollgate assessments at every stage of training.
To make learning even more fun and interactive, we
leverage “KAHOOT” based gamification e-learning
modules and assessments developed on our internal LMS.
This methodology is used for new hires and for existing
BAU employees as well.

6.
Our Accolades in Learning FY 22 – 23
L&D Leadership India Summit
– Award for Digital Learning
Transformation
For “ moving the mindsets
and actions around
learning to quickly adopt
and scale micro-learning,
gamification, videos and
simulations”
Economic Times –
HR World Future Skills –
Gold award
For “our High Impact Hybrid
Learning Program & in
recognition of the Digital
Learning Transformation at
scale undertaken by the
Capability Development team”
Brandon Hall –
Silver Award 2022
For “enterprise-wide digital
learning journey enabling our
businesses to reduce ramp-up
times and improve their
learning experience, through
a “seed to scale” approach.”
Silver award
winner in the
“Trailblazer” category at
the 2022 Learning in
Practice (LIP) awards
In recognition of FSL’s
innovative and
transformative work in
enabling engaging and
effective employee
Capability Development