The Challenge
Since its founding in 2006, Vox Mobile has helped define enterprise mobility. Today, more than 900 companies worldwide depend on Vox Mobile to address every aspect of their mobile technology planning, management and support.
With more than 10 years of experience as a professional trainer, Chris Lewis, Vox Mobile’s Director of Training and Quality, firmly believes in instructor-based training. “Face-to-face interactions are far more engaging, content is better received and there’s real-time feedback and allowance of questions with immediate answers,” he says. But the team at Vox Mobile really needed a great supplement to their classroom-based training.
Before Seismic Learning, Chris had used other online learning platforms with previous companies – both as a trainer and learner. “From a student perspective, it was a 40-hour class,” Chris says. “It was awful. After 45 minutes I was bored. I was reading the same slide multiple times and still not comprehending it – not because it was complex, but because it was boring. And I clicked through slides as fast as I could just to finish.” As a trainer, his department used a solution with robust reporting – and a high price tag. “The downside, though, is that it was expensive.”
Chris Lewis
Director of Training and Quality
The Solution
Vox Mobile first implemented Seismic Learning for communicating quick client updates within their technical support centre. Next, they utilised Seismic Learning as part of every new client training, and then they expanded Seismic Learning to other departments and for company updates. Currently, Vox Mobile uses Seismic Learning for all five of their operations departments and plans to expand it to their sales/revenue teams.
As an Admin, Chris really loves Seismic Learning’s tracking and reporting. “We can easily see who’s been through a Lesson,” Chris says. “And if they haven’t, we can easily ask them to complete it.” He also uses quizzes to check comprehension and identify missing or confusing topics that may merit additional training. “Seismic Learning helps us identify knowledge gaps and address them before they become an issue.” Chris tells us that he creates Lessons for “anything that warrants more than a paragraph of information, but less than 30 minutes of content”.
Vox Mobile also requires their techs to be certified for all of their clients. After instructor-based training, they assign the class a 10-question certification knowledge check through Seismic Learning. They base the certification on information covered in class. To pass, all Learners must score at least 80% before they sit in the client queue and take phone calls.
Chris Lewis
Director of Training and Quality
The Results
“Any time we have to take our techs off the phones, it’s a minimum of 30 minutes.” reports Chris. “By the time everyone gets to the training room, uses the facilities and gets coffee, even 10 minutes of content gets extended to 30 minutes. Seismic Learning allows us to disseminate information that may only take 5 to 10 minutes to a large amount of people at one time, with little-to-no significant impact to our service levels.”
“Specifically in our environment of the technical support centre, taking techs off the floor for an extended period of time has a direct impact on our service-level agreements.” Chris continues. “Simply put, if we don’t have our techs on the phones, we can’t help our end users, and that impacts our bottom line”.
Trainers like Chris report that Seismic Learning increases efficiency in their learning process by 52%, and 90% say that our learning automation software makes their training more consistent and better organised.
