THE CHALLENGE:
DLL, a global financial solutions provider, were exploring ways to enhance their training programme for customer service representatives across the Nordics.
In collaboration with Adaptas Training, the company implemented a Virtual Reality (VR) training prototype to improve engagement, knowledge retention, and efficiency in employee onboarding and development.
Challenges & Objectives:
Traditional training methods lacked engagement and were often ineffective in replicating real-world customer interactions.
There was a need for a scalable and accessible training solution that could be used across multiple locations.
DLL recognised the benefits of leveraging immersive learning to create a practical, hands-on training environment.
The objectives were to improve customer service efficiency, problem-solving, and procedural understanding.
THE SOLUTION:
DLL Virtual Reality Training Prototype
Adaptas Training developed an interactive VR training program tailored to DLL’s customer service training needs. The program aimed to provide employees with an immersive, scenario-based learning experience.
Key features of the prototype included:
User Research & Persona Development
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- Conducted thorough research to understand the needs of DLL’s customer service representatives.
- Developed personas representing various customer service scenarios.
Interactive Virtual Training Guide
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- Employees were introduced to a virtual training avatar, this was a virtual ‘Estelle’: based on a real DLL employee, who guided them through key training modules.
Realistic Training Scenarios
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- Topics covered customer interactions, system navigation, and problem-solving techniques.
- It included reinforcing learning through gaze-triggered interactivity and quizzes.
Gamification & Rewards System
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- Employees earned rewards such as virtual trophies and badges for completing training milestones.
- Tasks involved key operational procedures such as invoice processing, IT asset disposal, and e-sign procedures.
Scalability & Accessibility
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- The experience was designed for cardboard VR viewers, making training highly scalable and cost-effective.
- Modularised, bite-sized content allowed employees to learn at their own pace, anytime, anywhere.
FEEDBACK and RESULTS:
Results & Impact
- Higher Engagement and Improved Knowledge Retention
- Positive User Feedback: Pilot testing in Sweden showcased the effectiveness of immersive, hands-on learning, with employees feeling more prepared for real-world scenarios.
The DLL VR Training Project demonstrated the power of immersive learning in transforming customer service training. By combining realistic scenarios, gamification, and interactive elements, Adaptas Training provided an innovative, scalable, and effective training solution for DLL.
Future expansion possibilities include:
- Enhanced visual fidelity and interactivity using more advanced VR hardware.
- Expanded training modules covering additional customer service scenarios and industry-specific knowledge.
- Wider deployment across DLL’s global operations to standardize training effectiveness.
Final Thoughts:
The project underscores how Virtual Reality is revolutionizing corporate training, enabling employees to learn through doing in a risk-free, engaging environment. DLL’s initiative with Adaptas Training sets a benchmark for future VR-driven learning solutions in the financial services industry.