Case Study: a leading telecom company improves employee engagement and knowledge retention with Gnowbe

Telecom company achieves fantastic results on employee engagement and application of knowledge

Leading Telecom Company partnered with Gnowbe to improve employee knowledge and retention at its offshore customer contact center. The company faced high turnover among call center operators, weak confidence in serving customers, poor knowledge retention after one-off classroom training, and a need to modernize its employer brand for younger talent.

Gnowbe converted the company’s PowerPoint-based training into interactive microlearning journeys on its app, with 10- to 15-minute modules for onboarding and ongoing upskilling. Within four weeks, the first four programs launched and delivered strong results: 100% of learners said the training was fun and engaging, 97% said peer-to-peer sharing helped them serve clients better, and 93% felt confident applying what they learned back at work. The company also expected lower turnover and a stronger image as an innovative employer.