Case Study: Telenor achieves 25% sales lift and dramatic NPS boost with Genesys Workforce Planning & Skills Management

Genesys helps Telenor improve employee performance while increasing customer satisfaction

Telenor, a leading Norwegian telecommunications provider with five contact centers and about 1,000 agents, needed to boost revenue and customer experience while speeding up onboarding and optimizing omnichannel workforce planning. High pay and skill expectations made rapid, effective training critical, and Telenor sought better forecasting, scheduling and a way to surface upsell opportunities during calls.

Telenor deployed Genesys Workforce Management and Skills Management (Skills Assessor and Training Manager) to improve forecasting, reduce advisor clicks to a single 360° view, target training, and provide color-coded upsell cues. A pilot training program converted low performers, with 150 temporary advisors trained and most passing assessments; results included a one-month payback, new advisors delivering 25% higher sales than established agents, NPS for temporary agents rising from 14 to 52, and strong employee satisfaction—leading to full rollout across teams.

Telenor

Torhild-Torgersen Hage

Senior Project Manager