WHAT CHALLENGE DID Entain FACE?
The Entain Group is one of the world’s largest sports betting and gaming groups operating in the online and retail sector, with customers and staff across the world. ted Learning has a long-lasting relationship with Entain – a recent project won a Learning Excellence Award for Customer Service. A second project was an interactive, digital project all delivered in Spanish Portuguese.
HOW DID WE HELP?
How ted Learning Transformed Customer Experience Training for Entain
ted Learning collaborated with Entain to tackle key customer service challenges, using real-world examples of best and worst practices in customer interactions.
We developed interactive, branching drama-based training, where participants engaged in a ‘choose your own adventure’-style experience. These scripted scenarios, brought to life by professional actors, showcased both effective and ineffective customer interactions, demonstrating how different approaches impact customer responses.
For our third project, we produced video and photography content to support their internal training team in developing an in-house onboarding programme. This streamlined training solution helped accelerate call centre staff onboarding, ensuring new hires were well-prepared, confident, and customer-focused from day one.
WHAT DID THE learners SAY?
We have included the new interactive content and branching videos to our internal training modules in all locations to put all new joiners into real life scenarios. We’ve had very positive feedback from trainers in terms of delivery and a great impact on the quality of interactions with customers. Working with ted Learning is innovative, productive, very tailored to our needs, but most importantly very fun.
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ted Learning Limited is not affiliated with or endorsed by TED Conferences LLC, TED Talks, TEDx, or TED-Ed. Any references to ‘ted’ on this website refer solely to ted Learning Limited, a separate and independent UK-based organisation specialising in drama-based learning & workplace training.
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