Training nobody finished, replaced with training they did.

What was wrong

Call centre, billing and technical teams all had gaps, and it showed up in the customer satisfaction scores. HR could see the symptom but had no data to act on.

Bonuses and reviews were handed out on a manager's word alone.

What we built

Skills mapped to each job, and learning that people actually wanted to finish, with points and badges to keep them going.

They finished more than nine times as much as before. All of it left a record behind.

What changed

• Performance: HR could finally name who was above the bar and who was under it.
• Bonuses: Reward followed the numbers instead of a manager's opinion.
• Hard conversations: Persistent low performance had a written record behind it.
• Training: Courses were aimed at the gaps in each job, so less of the budget was wasted.
• Customers: Satisfaction scores went up across all three teams as the skills improved.

Where they are now

Happier customers, and bonus decisions that can be explained to the person who did not get one.