Case Study: Scotiabank boosts training effectiveness and automates contact-center assessments with Questionmark

Scotiabank’s Electronic Banking Contact Centers & Questionmark

Scotiabank’s Electronic Banking Contact Centres needed a way to replace paper exams and reliably measure training effectiveness across multiple sites and employee groups. To create custom, scalable assessments for new hires and ongoing staff development, Scotiabank adopted Questionmark as its assessment platform and integrated it into its Contact Centre learning processes.

Questionmark was implemented as the Knowledge Reality Check (KRC) program—accessed via a SharePoint portal—and now delivers over 200 assessments drawn from a bank of more than 7,000 questions across three locations. Questionmark automates post-training evaluations, monthly quizzes, transcripts and coaching reports, supports Level 1–3 testing and ROI analysis, and has delivered administrative efficiencies while enabling reporting and trending that align the Contact Centres to corporate training goals.

Scotiabank