Konecta Transformed Its Ongoing Training Center From 10% In-Person to a Hybrid, Self-Guided Model

100%
reduction in in-person training hours
20%
Improved operator performance within the first 100 days
200%
High return on investment (ROI)

Konecta Transformed Its Ongoing Training Center From 10% In-Person to a Hybrid, Self-Guided Model

  • Significant reduction in in-person training hours
  • Improved operator performance within the first 100 days
  • High return on investment (ROI)

Background: The Wake-Up Call That Sparked Change

In the middle of its international expansion, Konecta had to launch a new operation in San Antonio, Texas—without local trainers and no time to waste. The internal platform they relied on lacked the flexibility to quickly adapt to new challenges. The heavy dependence on in-person training slowed processes and required flying in teams from Colombia, adding high operational and logistical costs.

The Challenge: Training Teams Autonomously

The real challenge wasn’t hiring—it was training. How could they design personalized, adaptable, remote, and effective learning paths without local infrastructure or technical support?

Key obstacles included:

  • Hard-to-adapt content
  • Slow changes dependent on third parties
  • Limited language options on the platform
  • No certified trainers in the U.S.

The Solution: A Platform That Matches the Pace

That’s when Konecta chose Kuali. The implementation was fast and seamless. In just a few days, their first agents were training through tailored learning paths, personalized assessments, and AI simulations that recreated real scenarios and provided real-time feedback.

Notable benefits included:

  • Easy enrollment via shareable links
  • Content creation and updates without delays or ticketing systems
  • Reinforcement courses aligned with real team needs
  • Smart assessments with dynamic variables
  • Fully English-enabled platform, ready from day one

Key Results: What Changed—and What’s Next

The transformation went beyond expectations:

  • Training launched in days, not weeks
  • No travel required—saving time and logistics
  • More autonomous, engaged teams with a 20% performance improvement in the first 100 days
  • Granular tracking of each agent’s progress
  • Plans to launch an internal trainer certification program (T3) powered by Kuali

Tania Montoya on How Kuali Optimized Training at Konecta

“It allowed us to roll out training faster and think bigger. Now we’re even evaluating trainer certifications directly through the platform.”
Tania Montoya, Customer Experience Coordinator

Final Conclusion: From Crisis Mode to Long-Term Strategy

Konecta’s case proves that operational challenges can become an opportunity to rethink how companies train, assess, and develop talent. With Kuali, they moved from emergency mode to building a solid, scalable, and modern training structure.

The result: a faster, more efficient operation with better-prepared teams—less dependent on tech support and ready for the future.

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