CASE STUDY – ORBIT
How Orbit improved their agent competence and customer outcomes
Annual e-learning wasn't moving the needle on call quality for Orbit. Different teams needed different levels of complexity and traditional training couldn't accommodate that. Cognexo replaced the one-size-fits-all approach with a personalised, continuous learning model - and the results showed up immediately.
Sector: Housing & Social Care · Operational Readiness & Learning Effectiveness
At a Glance
- 98% of knowledge topics now at KPI level and above
- 4,140 productivity hours saved in refresher training per year
- Quality scoring improved within the first full month of use
Products used: Cognexo Develop
Readiness signals addressed: Capability · Compliance
Background
Orbit is one of the UK's leading housing associations, providing homes and services to over 100,000 customers. With a large, customer-facing workforce spanning multiple teams and service areas, maintaining consistent call quality, competency standards and regulatory compliance across the organisation is an ongoing operational priority.
The Challenge
Orbit had been finding it challenging to achieve their call quality goal through annual e-learning alone. Different teams needed to learn at different levels of complexity and traditional training was not able to accommodate this.
The result was a capability gap that showed up in call quality scores - and a training model that was consuming thousands of hours of productivity without delivering the consistent improvement the business needed.
Their goals were clear:
- Deliver a personalised learning journey for all staff whilst providing evidence of improvement to the wider business and regulators
- Introduce a solution that would better help managers coach and develop staff based on data and analytics
The Solution
Cognexo Develop - Capability & Operational Readiness
Orbit deployed Cognexo to replace periodic e-learning with a continuous, personalised capability programme - delivering targeted knowledge reinforcement at the level each team and individual actually needed.
Personalised learning journeys
Rather than a e-learning courses for all staff, Cognexo delivered learning tailored to different teams, roles and levels of complexity - ensuring every individual received content relevant to their specific needs and knowledge gaps.
Gap analysis
Cognexo's analytics gave Orbit a clear, real-time view of where knowledge gaps existed across teams — enabling targeted intervention rather than blanket refresher training.
Better management coaching
Through Cognexo's intelligent dashboard, managers gained a much clearer understanding of where their direct reports needed more guidance - turning data into coaching conversations rather than assumptions.
Evidence for regulators
The platform provided an auditable record of knowledge attainment and competency improvement - giving Orbit the evidence base needed to demonstrate standards to regulators and the wider business.
The Results
- 89% of knowledge topics performing at KPI level and above
- 4,140 productivity hours saved in refresher training per year
- Quality scoring increased within the first full month of using the platform
- Ongoing improvement has continued steadily since launch
What Our Clients Say about Cognexo
"Cognexo took the time to understand who we are as a company and gave us a few ideas as to how we could measure success and continue to build on the increase in knowledge attainment we were seeing across our teams. I wholeheartedly recommend Cognexo to everyone we know."
Julie Kay, Channel Development Manager — Orbit
See the platform working.
The best way to understand what Cognexo can do for your organisation is to see it in action. Our product team will walk you through a live demo — tailored to your organisation's size, sector and specific readiness challenges.