Case Study: SYKES achieves 40% faster onboarding and 92% learner satisfaction with Centrical

How SYKES shortened onboarding by making learning micro, adaptive, and gamified

SYKES Enterprises’ Latin American unit, which provides customer engagement services for Global 2000 clients, needed to modernize onboarding after low learner and facilitator satisfaction with a five-day, slide-heavy instructor-led program and unclear measures of competency. The goal was to raise learning effectiveness, learner satisfaction and key performance indicators while shortening time to competency.

By adopting Centrical’s learner-centric, gamified microlearning platform and easy content authoring, SYKES transformed long-form training into bite-sized multimedia, blended learning, simulations and assessments within a social, game-like classroom narrative. Onboarding was cut from five to three days (40% faster), completion hit 100%, learner satisfaction rose to 92%, and employees demonstrated higher competency.

SYKES

Allan Morales

Regional Training Manager