Case Study: BT (British Telecom) cuts onboarding and call-handling time with SAP SuccessFactors (Axonify Microlearning)

BT - Customer Case Study

BT, the U.K. telecom leader, needed to modernize frontline learning in its Consumer contact centers to improve customer experience: reduce repeat calls and call-handling time, shorten new-hire onboarding, and boost advisor knowledge and confidence. To replace one-off training, BT worked with Axonify using the Axonify Microlearning app for SAP SuccessFactors (available on SAP App Center) to deliver short, adaptive, gamified daily learning bursts.

Using Axonify Microlearning for SAP SuccessFactors, BT rolled out an engaging, adaptive microlearning solution that fits remote and mobile workflows and leverages machine learning to reinforce knowledge. The program reduced training duration by 24%, cut call-handling time by 14%, lowered repeat customer calls by 2.3%, and improved customer value by 5%, demonstrating measurable service and efficiency gains via SAP SuccessFactors.

BT

Jasha Fletcher

Head of Learning Solutions Architecture