SEE

Two-minute bursts of learning on the job – How Three UK Trains Staff

As a leading telecommunications company, Three UK supports staff with innovative and high-quality consultative sales training to boost skills and confidence. 

“Better connectivity, every day, for every customer.” 

The aim is always to provide the highest quality of communication and service to customers and the best employee experience for Three UK teams. 

At peak seasons and sales teams still need quality training support to improve skills and boost confidence, but time away from the front-line to participate in training is not always practicable or desirable.

Three UK has found a solution by working with Attensi on game-based training simulations that can be played in short bursts whenever it is convenient for the individual staff member, on mobile devices. 

Senior Digital and Learning Manager, Gordon Weston commented, “The key thing is it is about the engagement and for some time we have been looking for some way of gamifying our learning. When I first saw Attensi…I knew it was going to be good.” “For the majority of our customers, the only people they ever see are those that are in the stores so those front of house staff getting it right and really engaging with customers and really getting the right messages across is hugely important.”

The impact data has been impressive: 

  • 924 users played
  • 40 mins of playtime per user
  • An average of 6 repetitions per module
  • Closing 81% of identified knowledge gap

Nikki Scarf, Senior People Development Manager said, “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.”

“To have learning that they can just pull out of their back pocket, on their handset, they can do two-minute games – it was phenomenal.”

Evelyn Johnston Head of Region Midlands UK said, “You go into the app. You can learn immediately. It’s done at your own pace, saves time – it’s more efficient. It’s more fun. It’s engaging.”

“People are our most important asset. That’s the difference in why people choose Three, because our people do a fantastic job of telling customers about the brand. They absolutely understand where a customer is coming from. Now this learning platform is going to enable them to do that even more.”

Craig Miller, Head of Region Three UK, outlined “There has never been a more important time for us to make sure that we stand out from a customer experience point of view. The environment that we work in, the world that we live in is now so, so different and customers have never been in more need of support.”

Rosie Deakin, Strategic Account Manager – Consumer Europe, Attensi added, “Three UK is leading the way in both the telecom sector and in employee engagement, so we are delighted they chose Attensi to train their teams who are spread across the UK. By adopting our simulated gamification platform and therefore by making training fun, Three UK teams are challenging each other to win the highest completion score. This is only good news for Three UK as their teams are able to deal with issues and queries in their fast-paced roles and for the employees who are enjoying a full competency in their work. We look forward to our ongoing work with Three UK to ensure their team is the best in their sector.”