A UK Home Collected Credit (HCC) lender with 230,000 customers and 1,942 agents across 98 locations throughout the UK manages its compliance and training initiatives with PeopleFluent Learning. The company offers a range of loan products to its customers through its extensive self-employed agent network. The majority of the company’s borrowers are repeat customers, and the company enjoys consistently high customer satisfaction with scores of 95% or above.

The Challenge: Smoothing Inefficient Processes During Mandatory Training

As a regulated lender that is fully authorized by the UK’s Financial Conduct Authority (FCA), compliance training is business-critical for the organization. But ensuring that a large workforce completes the right training at the right time—particularly when the majority of employees work remotely—could present a major challenge. All learners need to complete a regulatory module each month, in addition to frequent new modules supporting system updates or developments.

All of the training is completed online, and self-employed agents who achieve a score of less than 80% for any of the modules are expected to retake the module and pass it the following month. However, agents could only previously undertake training via laptop at a local branch. As well as being impractical, this gave learners a distinct lack of flexibility in their learning—a drawback that was unlikely to encourage engagement.

The Solution: Supporting Employees to Learn on Demand With a Robust LMS

Supplying its teams and agents with 2,500 tablet devices, the financial institution needed to be able to distribute and track learning programs as part of a busy annual training calendar. A regulatory training cycle includes a new module that must be completed by all staff by the end of each month, flagged as a risk if less than 95% of learners score less than 80%.

The organization has used the PeopleFluent LMS for over 15 years. During that time, training completion rates have risen from around 95% to around 99%, and compliance learning has become part of the company culture. Its L&D team can precisely monitor and report on learner activity, and they have achieved a monthly completion rate of at least 98%.

The Results: Transformed Compliance Training for Business Success

Just as the company seeks the highest standards of learning and continuous improvement, PeopleFluent sets the bar high and works constantly to enhance the learning experience. Together, PeopleFluent and the financial institution have transformed compliance training into an essential driver of business success.