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VOIS

38% faster ramp-up time in Vodafone contact centers

Vodafone Intelligent Solutions (VOIS) leverages AI sales coaching to increase their success rate in onboarding by 20% while speeding up their ramp-up time by 38% and reducing coaching effort by 69%


Industry: Telecommunications
Use case: Customer care onboarding
Markets: UK, Egypt, India

The challenge
  • 1,800 new agents need to be ramped-up every year: New agents have limited experience and current  onboarding process offer no scalable real-life practice before first client exposure.
  • Limited coaching capacity: Human trainers could only do 2 role-plays per employee/month, but new hires were expected to pass at least 20 before being considered ready for their first client call.
  • 60% failure rate: Only 40% of agents reached targets after 6 months, with 50% of new hires leaving their job within the first 6 months.
Solution with Retorio
  • AI-powered role-play simulations: Trainees receive 24/7 access to realistic call scenarios in a psychologically safe environment.
  • Scalable coaching platform: Retorio delivered 350,000+ minutes of simulated client conversations in the first 6 months (maybe add to how many reps).
  • Behavioral feedback engine: Retorio provided personalized and objective insights in 40.000+ automated coaching sessions within the first 6 months.
Impact
  • Ramp-up speed increased by 38%: Avg. time-to-competency for sales reps reduced from 8 to 5 weeks.
  • 20% higher onboarding success rate: A/B test showed that the pass rate of new hires coached by Retorio increased by 20% from 4 in 10 to 5 in 10.
  • 69% reduction in coaching effort and costs: Human coaching time for role plays dropped from 26 to 8 hours per new hire, with excess capacity available for higher-value coaching tasks.  
  • 24% reduction in fluctuation: The number of "quiters" in the first cohort of users dropped from 1 in 2 to 38%. 
Faster ramp-up time

38%

faster time-to-competency form 8 to 5 weeks.

 

Onboarding success rate

20%

higher onboarding success rate (based on achieved AHT and NPS benchmarks)

 

Reduced coaching effort

69%

reduction in human coaching effort (from 26 to 8 hours per hire)

 

Vodafone Store

“We've increased the number of practical training sessions by 35 times for each rep. As a new joiner, for the same amount of time, I will be able to practice what I've learned 35x more than I have in the past. That means that I am set up significantly better for success than I have been in the past."

Ivo Nikolov
Ivo Nikolov | Business Analyst & Sales Support Specialist VOIS
Download Case Study

Customized AI coaching: Nürnberger Versicherung's model for success

Individual video simulations in onboarding

Nürnberger Versicherung creates and maintains its onboarding video simulations independently - directly by the employees in the training department. Retorio's AI-supported session generator is used for this, in which all of Nürnberger's relevant customer personas are stored centrally. This creates realistic training situations that are optimally tailored to everyday sales.

IDD-compliant training with Retorio

Nürnberger also uses Retorio for IDD-relevant training programs and thus meets the regulatory requirements of the insurance industry. Participants' training times are automatically recorded by Retorio and transmitted to the responsible admin team - for maximum transparency and traceability.

Focus on products & sales expertise

The training content covers key insurance products - including car insurance, income protection, supplementary health insurance, pensions and homeowners insurance. At the same time, essential sales skills are taught: from professional objection handling to a holistic sales approach.

Training card showing related scenarios with insurance

Results: A/B test at VOIS

Vodafone Intelligent Solutions conducted an A/B test to measure Retorio's effectiveness

 

Vodafone Intelligent Solutions (VOIS) randomly assigned new customer care hires into cohorts,  of which half received access to Retorio, while the other half were onboarded in conventional terms. The pilot project essentially showed that, with the obvious limitation of trainer availability to conduct in-person role-plays across the entire customer care team, Retorio’s AI elevated the skill set of the customer care workforce by providing unlimited role-play training opportunities. Following strong initial results, Retorio was extended to all new hires and is currently being rolled out beyond customer care use cases.

 

Without Retorio

With Retorio
Human training effort per new agent
26 hours per new hire
8 hours per new hire
Accelerated speed to competency
8 weeks
5 weeks
Cost savings with increased productivity
Newly onboarded hires make 600 calls in the first week. 
Newly onboarded hires make 720 calls in the first week.
ROI maximization with increased productivity
 Approx. 150 new hires start in India, and 100 in Egypt, monthly.
With a shorter ramp-up time and maximized productivity, a total saving of €800,000 annually.

 

ROI calculator

Adapt the Vodafone VOIS business case to fit your company's context

About Vodafone Intelligent Solutions

Vodafone VOIS (Vodafone Intelligent Solutions) is a global shared services organization that supports Vodafone’s operations worldwide by delivering end-to-end business solutions in areas like finance, supply chain, HR, customer operations, and IT. With delivery centers across countries including India, Egypt, Hungary, and Romania, VOIS leverages digital transformation, automation, and data-driven insights to streamline processes and improve operational efficiency. It plays a critical role in Vodafone’s strategy by driving innovation, standardization, and scalability across its global footprint. VOIS is central to enabling Vodafone to be faster, leaner, and more customer-centric.

 

 

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