Academia Movistar – The training and communication space for customer service executives at Telefónica

Telefonica is one of the largest telecommunications companies in the world by market capitalization and number of customers. In Chile, Telefónica markets its products through Movistar, its commercial brand, providing mobile and fixed services, broadband and digital television, with a presence in 100% of the country’s locations.

The challenge

Movistar is immersed in a very dynamic and competitive market. One of the challenges was to provide timely and updated information to both the company’s users and outsourcers.

Movistar had two parallel platforms (learning and procedures) for this purpose, and communications were managed through formal and informal channels, resulting in a non-expeditious experience in obtaining information and training for users. Therefore, it became relevant to have a single platform that consolidated the need for continuous training and communication to achieve alignment of internal processes and attention protocols for the company’s users, ultimately leading to a positive impact on Movistar’s customer experience.

Additionally, Movistar’s main challenge was to obtain traceability of learning objective compliance. With a wide range of products undergoing frequent updates. Therefore, there arises the need to acquire an accessible and user-friendly platform with timely information that also provides relevant metrics on usage and performance.

The solutio

For this project, Totara Learn, Perform, and Engage were enabled. Totara Learn allowed expanding coverage to over 8,200 users, with 350 online courses available.Currently, the client can monitor real-time attendance to these courses, track the number of users with ongoing or completed courses through a dashboard. Users download their certificates upon completing each course, enabling compliance with Movistar’s organisational development policies and regulations.Regarding Perform, it was used to create internal process modules, provide customer service protocols and product catalogs (technical specifications and prices), incorporate internal communication modules (Home, Mobile, and Critical Failure Communications) with respective alerts, notifications, and visualisation reporting. As for Engage, Totara Engage was enabled, signifying the creation of the Trainers community (telesales, post-sales, face-to-face channel) for establishing links between them and Call Center personnel to centralise meetings and information arising from these instances, fostering various collaborative and educational workspaces.Therefore, this project successfully addressed the main objective of providing Movistar’s employees with a platform that consolidates a meeting point for their learning processes and timely information, supporting each individual’s professional development, organisational development, and ultimately laying the fundamental groundwork for service excellence and substantial improvements in customer experience.

The result

Using the tools provided by Totara, a robust platform was developed, enabling the creation of a distinctive Movistar service and attention brand for its employees and collaborating companies. This resulted in the following achievements:

• 350 courses conducted on the platform.
• 85% completion rate for the courses.
• 393 communications on various informative topics.
• 85% visibility rate for the communications across the entire company.
• 3,933 procedures for the technical and commercial activities of the company.
• Over 40 product profiles.
• Cost savings by consolidating information in a single platform, avoiding information duplication and the risk of errors.