“Delivering top-tier connectivity every day to every customer” has always been Three UK’s mantra, and a core aspect of that involves enhancing the skills and confidence of the team members who interface with the customers daily. On this front, however, conventional learning and training methods have often been cumbersome and time-consuming, especially during the peak seasons.
Addressing these challenges, Three UK, in association with Attensi, has implemented game-based training simulations for its staff members. These e-learning modules, which are tailored to enhance the digital skills of the front-end service team members, can be accessed on mobile devices at their convenience.
Highlighting the merits of this new approach, Gordon Weston, the Senior Digital and Learning Manager at Three UK, enthusiastically stated that “the key thing is it is about the engagement, and for some time we have been looking for some way of gamifying our learning.” According to Weston, the new learning model ensures that front of house staff consistently interacts effectively with customers, thus reinforcing the brand’s reputation and values.
Furthermore, empirical data has also endorsed the success of this e-learning initiative, enumerating that 924 users of the platform had an average playtime of 40 minutes per user, and they conducted an average of 6 repetitions per module, subsequently closing 81% of the identified knowledge gap.
Echoing this optimism, Nikki Scarf, Senior People Development Manager, attested that “Attensi changes the way people think about learning. They want to do it because it doesn’t feel boring. It doesn’t feel like school. It’s not the traditional method.” She affirmed that employees appreciate the convenience, flexibility, and user-friendly interface offered by the mobile learning platform.
Craig Miller, Head of Region Three UK, emphatically observed that “there has never been a more important time for us to make sure that we stand out from a customer experience point of view.” He further stressed on the instrumental role of this advanced learning platform in empowering the team members, enabling them to deliver first-rate support to the customers in an increasingly competitive market environment.
Rosie Deakin, Strategic Account Manager – Consumer Europe, Attensi, delightedly expressed her company’s association with Three UK, a visionary leader in both the telecom sector and employee engagement. She underscored that the cutting-edge simulated gamification platform motivates the front-end staff to challenge each other and attain superior completion scores, thus pushing the boundaries of service excellence. She also conveyed her enthusiasm about the continued collaboration with Three UK to ensure that their team leads the pack in the sector.
In summary, the partnership between Three UK and Attensi succinctly reflects the magic that happens when technology and commitment to quality human resources come together. This unique venture showcases the revolutionary potential of utilizing mobile technology to transform both learning and customer service experience, setting a transformative precedent for the entire industry.
