Albert – Virgin Media’s Learning Hero
Say hello to Albert. He’s the hero of our e-learning app for Virgin Media’s retail staff. Played on employees own in-store iPads or their personal Android and iOS devices – he keeps 1,200 Sales Execs clued up and in the know.
Net Promoter Scores, store visits and customer feedback are important; and they flagged something big – gaps in staff knowledge.
In such a fast paced environment and with limited time it was increasingly difficult for staff to remember everything about new products, offers and compliance.
Amazing app – making it fun to learn about our products and offers, love the concept and really well executed!
How does he do it?
There are three daily challenges for staff to complete. They receive experience points (XP) every time they play and boost their score by answering correctly. The leaderboard shows who knows their stuff. Expect speedy results – Virgin Media saw an increase of 7.4% in their knowledge rating from customers in just three months! Along with a 2.2% average increase in sales every single month!
Staff win spot prizes whenever playing and at the end of each week everyone in the store gets together for the live weekly ‘Buzz Session’. The location’s weakest questions show up and the whole team answer them by buzzing in from their devices.
Report and refine
Albert doesn’t just plug the knowledge gaps, he finds them too! Using data captured from each game played he’ll show questions where staff scored poorly in. This allows these weaker questions to be repeated – reinforcing knowledge through repetition. Virgin Media have seen scores double from this!
Top of your game
Using gamification for learning is incredibly beneficial for staff as it turns training into a fun task which they want to do. This is incredibly important in industries such as retail, as staff have so much knowledge to keep up on it is hard to keep up the pace and stay well-informed.
The benefits of Albert
With a live leaderboard, prize incentives and interactive games, staff are more likely to want to play. This leads to more successful training because the level of time spent doing it dramatically increases and the competitive element keeps them going back for more.
No letting go
When learning is fun, memory retention increases because learners actively participate more, so they are more likely to remember what they have learnt without even realising it.
Not many people look forward to the dreaded words ‘training session,’ using games allows you to make training more engaging and interactive. Learning happens daily as opposed to mass one-off sessions which can become boring and proven to not be very effective.
Let the games begin
It never gets boring answering questions in Albert. Players are given XP for attempting the question and rewarded bonus XP for getting it right. Helpful and useful feedback is given once questions are answered, bridging any knowledge gaps whilst providing more context.
Staff engagement can be evidenced through employee surveys which highlighted that 65% of employees play in their own time, and 97.5% enjoy playing Albert!
Castle WiFi is in peril! Its townsfolk have no connection and need the help of the brave WiFi knight and his trusty cable lance. Answer the random multiple choice question, pull the catapult arm towards the correct answer and launch the knight towards Castle WiFi.
Keeping Albert fresh is key to driving usage, so we recently added Shootout. In this penalty shootout, staff have to shoot the football into the goal every time they answer a question, being sure to hit the correct answer and beat the troll keeper.
Roll up! Roll up! We have some moles to whack! Whack-a-mole gives you six answers to a question, three right and three wrong. It’s your job to whack the moles with the correct answers within the time limit given. All the fun of the fair…
"Albert came about from customer feedback which highlighted some gaps in staff knowledge so we needed to come up with a tool that would fill that gap"
Albert has been recognised for his achievements in the field of
- Employee engagement at the 2017 Engage Awards
- Employee training and customer service at the 2017 TJ Awards
- Employee communications for the Ragan’s 2017 Employee Communications Awards
- Innovation in retail at the 2016 Retail Systems Awards
Let me take a selfie...
Albert let’s you take a profile pic so you can personalise your app – we like to call it Einstagram. Snap your best side and your colleagues can whack you away in Whack-a-col!
Here’s a sneak peak of Albert in action: