Case Study: Equiniti achieves faster, more effective call center training with Attensi

Equiniti cuts training time by 25% with Attensi

Equiniti, a global share registrar business, faced the challenge of providing intensive, lengthy training for its call center agents. These agents needed expert-level knowledge to handle complex, high-stakes customer inquiries about stock ownership. The company partnered with Attensi to implement its gamified simulation training solution, specifically the PROCESS modules, to reduce training time, close knowledge gaps, and decrease staff churn.

Attensi co-created 15 realistic game-based training modules with Equiniti. This solution provided a safe, engaging practice environment for both new and seasoned agents, leading to a significant return on investment. The measurable results included a 3x ROI, a 25% reduction in training time for new joiners, a 40% reduction in re-training time, and closing 90% of the knowledge gap. Additionally, 100% of agents said the training was relevant to their job.

Equiniti