🧩 Background: A Large Team, Little Time, and High Expectations
BCP (Banco de Crédito del Perú) is the largest bank in the country, with a long history and a strong focus on innovation. Its contact center team is essential to daily operations and partially outsourced, requiring constant training—for both new hires and active staff.
The challenge: team members can’t use cellphones during their shifts, and there’s limited time available for training. Additionally, the bank is committed to integrating more AI-driven solutions that allow scaling without sacrificing quality.
⚠️ The Challenge: Train in Key Skills Without Disrupting Operations
The team needed a solution that could:
- Offer official training in essential contact center skills
- Generate high-quality content without high production costs
- Be brief, clear, and immediately applicable
- Be accessible without mobile phones or external tools
- Be used for both onboarding and ongoing reinforcement
- Enable immediate application of skills—without instructors or traditional sessions
In short: continuous, hands-on, frictionless learning—directly at the workplace.
💡 The Solution: Practical Microlearning With Integrated AI
With Kuali, BCP implemented a training system tailored to its operational reality:
- Short, focused modules designed for specific customer service skills
- Modern, fast content creation using AI-generated avatars, text-to-speech, and visuals—without high production costs
- Accessible from contact center terminals, no phone required
- Hands-on practice through AI chatbots that simulate real customer service situations via roleplays
- Direct learning flow: short module → AI practice → immediate on-the-job application
This allows each team member to learn and practice during available moments—without disrupting the team’s workflow.
📈 Key Results: Frictionless Training With Immediate Impact
- Continuous training without halting operations or requiring phones
- Practical learning through AI roleplays, with no need for supervisors
- Real-time skill reinforcement, with automated progress tracking
- Better preparation and confidence in real customer service scenarios
- Scalable training model for future needs—no additional load on L&D teams
✅ Conclusion: Continuous Learning That Adapts to Business Rhythm
Thanks to Kuali, BCP successfully implemented a training system that balances speed, quality, and technology. Their contact center teams now learn, practice, and improve on the go—in a format designed to support operations, not slow them down.
Artificial intelligence has become an ally in human development, helping BCP build better teams without adding complexity to the workday.
