BT transforming new entrant training through gamification
BT Consumer, the retail arm of BT, turned to adaptive micro-learning outfit Axonify when customers’ preference for a UK contact centre led to the business recruiting 2,200 UK advisors.
Such recruitment meant the training had to be really impactful. BT Consumer needed to reduce onboarding time yet improve customer service. So getting advisors to speak to customers sooner could not be at the expense of knowledge, confidence and skills.
Adaptive micro-learning with an emphasis on hands-on practice transfomed new entrant training through short bursts of micro-learning and ensured knowledge reinforcement.
The results were shorter training durations, better engagement, knowedge uplift and increased performance. That included better sales, customer retention, fewer complaints and more efficient delivery.
The company was careful with its approach, realising that not everyone lieks playing games; it also worked hard on engagement and – as it was radically changing its approach to learning – it was careful to win buy-in from senior leaders.
The judges were impressed by the change: “Ensuring that a new contact centre team were able to deliver a great customer experience required a radically new onboarding approach at this organisation. Learning was designed to be adapted to the individual based on what they knew and didn’t know. The modules were wrapped in games and pushed out to in short sharp daily bursts of 3 - 5 minutes in a way that not only brought the new team up to speed but also reduced customer handling times and complaints. This programme didn't just chop up existing content but radically changed the way that content was delivered and capability built.”
With figures on ‘my knowledge has grown’ increasing from 76% to 91%, BT Consumer can say its people and the business love micro-learning and it’s delivering a great customer experience.