The Customer Safeguarding Virtual Training Platform NIA Project with support from mX Reality, aims to deliver a future solution to better train Field Force and office staff to better manage situations they may encounter when interacting with customers in vulnerable circumstances who may or may not be on the PSR. The solution will utilise virtual environments and scenarios that take place in various customer properties that trainees can ‘play’ through, receiving personalised feedback on their actions.

Benefits

This project does not aim to see direct financial benefits; but to improve the experience of customers in vulnerable situations who are registered on the PSR and the wider public who may find themselves in vulnerable situations. In addition, the project is expected to provide the below benefits:

•        More engaging training that is personalised to each individual undertaking the training

•        Training that can fit around life/work and can be accessed 24/7 requiring less employee time than classroom learning with an expectation of a higher knowledge retention rate of 25-60%

•        Improved communication and support of customers in vulnerable situations by allowing staff to practice real-life scenarios in a virtual environment before interacting with customers  

•        Online courses also use 90% less energy, produce 85% fewer CO2 emissions and are more cost-effective than face-to-face training