Case Study: American National closes employee knowledge gap by 90% with Attensi

American National Closing call center employee knowledge gap by over 90%

American National, an insurance company, sought to elevate its customer experience by closing a significant knowledge gap among its call center employees. To upskill its Service Center Operations team, the company partnered with Attensi to implement its game-based training solution, Attensi Process.

Using Attensi's simulations, employees could repeatedly practice core processes like caller verification and fraud identification in a fun, immersive environment. This approach closed the identified employee knowledge gap by over 90%. Additional results included high employee engagement, with 94% liking this method of training, and increased confidence in handling calls.

American National

Claire Mead

Vice President | Service Center Operations