Case Study: Equiniti achieves 3x ROI in call center training with Attensi

Significant ROI with game-based learning

Equiniti, a global share registrar business, faced the challenge of providing intensive, lengthy training for its call center staff, who needed expert-level knowledge to handle complex financial queries. To reduce training time and staff churn, they partnered with Attensi to implement its gamified PROCESS solution, which uses simulation training to close the knowledge gap for new and seasoned agents.

Attensi co-created 15 realistic simulation modules that provided a risk-free practice environment. This solution delivered a significant 3x return on investment, primarily through a 25% reduction in training time for new joiners and a 40% reduction in re-training times. The program was highly effective, closing 90% of the knowledge gap and was found to be relevant by 100% of users, leading to more confident and competent customer service agents.

Equiniti

Emmalene French

Learning & Development Facilitator