Orbit is one of the UK's leading housing associations, providing homes and services to over 100,000 customers. With a large, customer-facing workforce spanning multiple teams and service areas, maintaining consistent call quality, competency standards and regulatory compliance across the organisation is an ongoing operational priority.
Orbit had been finding it challenging to achieve their call quality goal through annual e-learning alone. Different teams needed to learn at different levels of complexity and traditional training was not able to accommodate this.
The result was a capability gap that showed up in call quality scores - and a training model that was consuming thousands of hours of productivity without delivering the consistent improvement the business needed.
Their goals were clear:
Cognexo Develop - Capability & Operational Readiness
Orbit deployed Cognexo to replace periodic e-learning with a continuous, personalised
capability programme - delivering targeted knowledge reinforcement at the level each
team and individual actually needed.
The best way to understand what Cognexo can do for your organisation is
to see it in action. Our product team will walk you through a live demo —
tailored to your organisation's size, sector and specific readiness
challenges.
