Case Study: SFR trains 6,000 customer service employees at scale with 360Learning

SFR trains 6,000 customer service employees in 2 months with 360Learning

SFR, a major French telecommunications operator, needed to train its 6,000 customer service employees spread across multiple countries. Their challenges included standardizing practices across different regions, managing high staff turnover, and keeping training content up-to-date with rapidly evolving products. Their previous platform lacked robust data, support, and operational efficiency, prompting them to seek a new solution from vendor 360Learning.

The vendor, 360Learning, implemented a collaborative learning platform built around a blended learning format. Key to their rapid two-month deployment was an organizational structure that mirrored SFR's own, segmented learning paths for different needs, and the use of the Audience Builder tool to assign training. This solution resulted in an 82% active user rate on the platform, a 96% average participation rate in assigned training, and a learner NPS that increased by 25% to 49.

SFR