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Customer Success Story

How Vrbo Cut Call Times and Boosted Knowledge by 89% With Microlearning

With Wranx, Vrbo empowered Customer Service Representatives to master product knowledge faster, leading to more confident conversations, reduced miscommunication, and a 5-second drop in average call time.

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89%

Knowledge Improvement

82%

Learner Engagement

5 seconds

Average Call Time Reduction

56%

Fewer Misinformed Users

The Challenge

Training Contact Center Teams in a Fast-Moving Environment

As Vrbo continued to evolve its platform and services, they needed to:

  • Keep CSRs up to date on constantly changing products and processes
  • Reinforce onboarding knowledge beyond in-class training
  • Reduce misinformation and internal inconsistencies
  • Provide continuous learning in a flexible, engaging format
The Solution

Training Contact Center Teams in a Fast-Moving Environment

As Vrbo continued to evolve its platform and services, they needed to:

  • Delivered daily 2–3 minute drills to reinforce knowledge retention
  • Used spaced repetition to support long-term learning
  • Created modules to update reps on internal processes, new products, and service plans
  • Enabled learning across devices, accessible anytime, anywhere
  • Incorporated pre and post-assessments to track learning impact
Measurable Results

Wranx helped Vrbo build a learning culture rooted in mastery—one that supports performance, efficiency, and customer satisfaction.

Wranx has given us increased flexibility to deliver training content and updates to our reps in a manner that is quick, engaging and fast, ensuring our reps retain new information as quickly as possible. It is an amazing partner in our education program and has proactively helped us to reach our goals.
Catherine Osborne Manager of Education and Knowledge, Vrbo

Key Outcomes

89% Knowledge Increase

Learners significantly improved accuracy and understanding

92% Learner Engagement

Widespread adoption with positive team feedback

5-Second Reduction in Call Times

Faster, more informed responses to customer inquiries

56% Drop in Misinformation

Fewer knowledge gaps post-training

444 Consecutive Logins

A learning habit that held across the whole programme

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Ready to Transform Your Training?

See how Wranx can deliver similar results for your organization with our tailored microlearning solutions.

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