Wranx & Contact Centres

Knowledge decay, dispersed workforces and low employee retention rates are all common problems in contact centres. In fact, 6.2% of new hires leave within the first 30 days of employment! 

Contact centres need a way of delivering high-quality, consistent training to all of their employees, but particularly to new hires. To achieve this, it’s key to maintain on-demand, digital training that can seamlessly fit into a work shift.

This is where Wranx can help: bite-sized, Spaced Repetition training that can be completed in minutes and on any device.

Improve employee performance in 2–3 minutes a day

Enable your team to retain up to 60% more information without taking time away from day-to-day operations. Wranx training modules are delivered in the form of ‘daily drills’ – approximately 10 questions a day that take no longer than 2–3 minutes to complete.

Wranx facilitates personalised learning through Spaced Repetition – information is broken down and presented to learners at increasingly spaced intervals, depending on their confidence with their answers. This regular reinforcement of knowledge is scientifically proven to aid long-term memory retention without the need for additional hours in the classroom, helping achieve better workplace efficiency.

Clearly identify knowledge gaps in your workforce

Certainty Based Marking (CBM) assessments allow you to measure both employee confidence and competence by asking learners to not only indicate which answer they think is correct, but also how certain, from ‘High’ to ‘Low’, they are about their chosen answer.

CBM exposes gaps in learners’ knowledge and clearly identifies ‘Misinformed learners’ – employees who have high confidence in their poor knowledge. For clients who have utilised CBM assessments alongside Wranx training modules, Wranx can show an 84% decrease in ‘Misinformed learners’ and a 27% increase in ‘Aligned learners’ – those who are confident and display good knowledge levels.

Assess performance with learning intelligence

Take out the guesswork with dashboards that highlight strengths and weaknesses in your workforce. Wranx performance analytics provide managers and team leaders with actionable data and meaningful insights about learners that can be used to aid performance and drive future learning and development initiatives. 

The live data generated by platform users is captured in intuitive dashboards and presented using a variety of metrics, including engagement, active/dormant users, question success and average visit time.