External industry example · Financial services · call centres
Equiniti: Shorter call-centre onboarding, less retraining.
Onboarding had to cut retraining and churn before agents took live calls.
Not a Probbit project. Results are reported by the cited sources and have not been independently audited by Probbit.
Reported by the source below. Not a Probbit project.
EquinitiShorter call-centre onboarding, less retraining.
- Challenge
- Onboarding had to cut retraining and churn before agents took live calls.
- What they changed
- Instruction gave way to repeated, scenario-based practice.
- Training approach
- Gamified simulations with performance data showing knowledge gaps.
- Impact
- 3× return on investment reported
- 90% of the knowledge gap closed
Source: Attensi success story
Game-based simulation, not video. The practice layer is not something Probbit builds.
Probbit’s production perspective
How could you apply this idea?
For contact-centre training, map the customer conversation and system actions together. A scenario can reveal the choice to make, while a screen demonstration can show how to record it. Check both against the same approved process so they do not teach conflicting steps.
- What must the agent decide and record during the call?
- Can practice use a safe environment with synthetic customer data?
- How will supervisors assess performance after training?
What the result does not establish. This is a game-based training programme with practice and assessment. Reported retraining or return-on-investment figures are not evidence of a video-only outcome.
Our planning suggestions are separate from the source-reported programme and results above.
Photo (sector, not this company): Singhira, CC BY-SA 4.0, via Wikimedia Commons
Apply the idea to your training.
Leadership and behavioural training video
feedback and difficult conversations staged as situations, not frameworks
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