3+ years of partnership · Contact CenterWhat VGX did before demanding training adherence
With 4,100 active users and 118,000+ completions, this case shows how listening, personalization and adapted formats sustain training at scale.
The length of some trainings, which kept agents away from their stations for longer.
Average content length, produced in-house and designed to fit the operation's routine.
Training thousands of people without stopping the operation
VGX runs telesales, collections and inbound service operations, with thousands of professionals in Belo Horizonte and Montes Claros. For the company, training participation is the result of a process that starts with identifying needs, goes through content production and continues with follow-up on application.
Before Beedoo, VGX used a training-only vendor. It migrated to bring training, internal communication and process updates together in one place.
Needs seen only by leadership
Training needs were gathered from supervisors, coordinators and managers — and didn't always reflect frontline difficulties.
Long, in-person content
Trainings of around 20 minutes and breaks of up to an hour and a half kept professionals away from their stations.
Dense onboarding
The 5-to-15-day induction concentrated theoretical and mandatory content in the classroom that could move to digital.
Listening, in-house production and adapted formats
Over more than three years with Beedoo, VGX tested different formats and reorganized its training strategy.
Conversation circles with agents
Semi-structured sessions split by segment — telesales, collections and inbound — to capture real frontline needs.
100% in-house content
820+ trainings created by the team, with agents and instructors in the videos and real examples from the operation.
Redesigned onboarding
Policies, information security and regulatory rules moved to Beedoo, removing almost a day from the classroom schedule.
Continuous follow-up
Reports to leaders, a weekly publishing calendar, Beedoo as the browser home page and in-person quizzes about the content.
The voice behind the strategy
Jardel presented the journey of VGX's corporate university at Quarta Case. He explained that producing in-house content was not a financial decision, but a way to address the operation's specific root causes with real call examples.
The scale achieved
Current numbers of VGX's training and communication strategy on Beedoo.
What's ahead
VGX is structuring the budget to roll out gamification on Beedoo and keeps adjusting formats, learning paths and follow-up based on operational data.
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