Foxtel

The Background

Foxtel is one of Australia’s most progressive and dynamic media companies, delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.

Since creating a new national subscription television service, through the merging of Foxtel and Austar in 2012, Foxtel directly employs around 2,500 people and a further 2,000 workers are indirectly engaged in sales and installation services nationally.

The Foxtel Television Centre at North Ryde in Sydney is the headquarters of Foxtel’s national subscription television operations and houses Foxtel’s television studios, broadcast operations and cable and satellite transmission facilities. Foxtel also operates two Customer Solutions Centres based at Moonee Ponds in Melbourne, and Robina on the Gold Coast.

The Challenge

Foxtel proactively places a high level of importance on ensuring their people are equipped, educated and have the necessary skills to support their customers.  They were seeking an online training organisation that could provide a quality bespoke custom eLearning course that would ensure that their workforce had a consistent understanding of Australian Consumer Law, in the following areas:

  • Misleading or deceptive conduct
  • Unconscionable conduct, and
  • Cooling off agreements.

The legally-heavy nature of the content meant that the online training needed to be presented in a creative and dynamic way to ensure high levels of user engagement and knowledge retention.

Some of Foxtel’s other requirements for the custom eLearning course included:

  • A narrative based course incorporating a theme or story
  • A high level of interactivity
  • Compliance with SCORM standards for delivery via Foxtel’s existing Learning Management System (LMS)
  • A course duration no more than 30 minutes
  • Custom menu and navigation controls (back, next, help)
  • Incorporating original audio provided by Foxtel

Foxtel were seeking an organisation that could provide an initial creative concept to demonstrate and gain approval of the proposed instructional design application and multimedia treatment of the course build.   They were also seeking an organisation that could provide a cost effective solution and adhere to a strict delivery time frame.

The Solution

Foxtel engaged e3Learning to develop their bespoke custom eLearning course, and along the way discovered that e3 could provide some additional service solutions to support Foxtel’s training and compliance requirements.

Aligned with the project brief, e3 pitched a detailed creative concept to Foxtel to seek approval on the course theme and treatment.

e3’s theme was centred on The Remy Show, a story about a ‘Foxtel’ remote control called Remy who makes a television series about dealing with customers. However, Remy’s script requires some work because some of its dialogue breaches Australian Consumer Law.

The learner’s mission is to work through each ‘episode’ to learn about key areas of the law so they can help Remy edit his scripts and ensure he is acting fairly, honestly and lawfully.

Foxtel had previously engaged another provider to build the module but they were unable to deliver the project within the given timeframe.  e3 were able to deliver the online training solution to meet Foxtel’s time constraints without compromising on quality or any of the deliverables.

Originally Foxtel required an executable version of the course so it could be deployed to external learners via their website (i.e. non-Learning Management System delivery). However, non-LMS course completions cannot be tracked, recorded and audited which increases the likelihood of non-compliance, so e3 recommended that Foxtel invest in an external-facing Learning Management System to minimise risks associated with their staff possibly breaching the Australian Consumer Law.

Foxtel implemented e3’s proprietary Learning Management System, LearnForce, featuring self-registration capabilities. This has allowed Foxtel to better manage external learners and monitor and manage course completions in an efficient and timely manner.

The Result

Foxtel found e3’s overall service and delivery to be well aligned with their core business offering. The Remy Show creative concept, specifically designed for Foxtel’s Australian Consumer Law course, enhanced user engagement which increased the rate of successful course completions. The serious nature of the content balanced with the engaging creative element motivated employees to think critically, act responsibly and provide clear and correct information when dealing with customers.

There are currently more than 700 active users on the Foxtel Learning Portal and they have had minimal user support requests. Foxtel administrators report that the system is very easy to use, easy to administer and provides a very effective, yet simple solution that meets their needs.

 “We found the service quote we received from e3Learning to be attractive compared with their competitors, particularly given the quality of the product they supplied. e3 listened to our requirements and they were very eager to continuously adapt the solution to ensure we got the best project outcome.  Each step was carefully considered, they were creative in providing solutions and they stuck to the agreed budget and timeframe.”

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