Case Study: Leeds Building Society achieves a 25% reduction in negative customer experiences with Attensi

Leeds Building Society reduces negative customer experiences by 25% with Attensi

Leeds Building Society faced the challenge of training its staff to better identify and support customers in vulnerable circumstances, as required by new UK Financial Conduct Authority standards. The building society needed a solution that could effectively develop communication skills and build employee confidence through repetition, moving beyond traditional methods like role-play that were difficult to scale. They partnered with vendor Attensi to develop the "Hear to Help" training solution.

Attensi implemented "Hear to Help," an immersive gamified training simulation that allows staff to practice difficult customer conversations in a safe, realistic virtual environment. The solution provided immediate feedback and encouraged repetition. According to Attensi, this led to significant results for Leeds Building Society, including a 25% reduction in negative customer experiences and a 73% competence gap closure among staff who completed the training.

Leeds Building Society