Business Challenge: Compliance Training
AT&T, a multinational telecommunications corporation, needed to provide effective and engaging compliance training for 243,000 employees across 3,934 job titles. Because compliance training occupies a significant amount of employee time and can be costly to improve, senior management needed proof that investing in higher-fidelity code of conduct training programs would significantly impact employee retention and performance.
AT&T needed interaction-level detail, but existing systems could only report basic, high-level data. Compliance training and conduct incident reports were stored separately in different data structures. Manual analysis of data from these sources yielded errors and required a significant time investment.
AT&T engaged in a proof-of-concept to test a new approach to compliance and ethics training. They used Watershed and xAPI (or Experience API) to examine which training investment produced the most effective outcomes on employee retention and behavior. This involved two levels of situational simulations that were randomly assigned to employees who chose to participate.
Watershed aggregated data from the simulation, assessment, and training path systems into the LRS. Interaction-level training data was collected and immediately available through a statement viewer. These statements powered top-level dashboards in Watershed that displayed real-time reports of learner engagement and retention.
By using Watershed, AT&T:
Saved time. The ability to monitor learner interaction through Watershed provided insights for real-time course improvements. By updating the Employee Code Course to support mobile deployment and streamlining the experience, AT&T saved 670,562 production hours and 160,380 employee course hours.
Improved knowledge. High-fidelity content increased the frequency of correct answers during follow-up surveys. Additionally, high-fidelity content increased engagement time by 25 percent compared to previous low-fidelity content.
Identified changes in behavior. AT&T was able to track individual responses to questions, and realized when a user responded incorrectly it was overwhelmingly in favor of the more conservative response. This indicated that the improved interactive simulation encouraged better employee ethics, not just compliance.