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Mortgage Advice Bureau

Training Advisers with a Virtual Learning Program


12% Increase in Sales by New Advisers

12% Decrease in User Attrition

Advisers Revisit Videos Up To 12 Weeks After Certification

The Challenge

Mortgage Advice Bureau (MAB) is one of the UK’s leading consumer intermediary brands. The company has over 150 partner firms and more than 1,600 advisers throughout the UK, all focused on delivering expert advice on mortgage, protections, and general insurance products. 

To accommodate MAB’s growing, nationwide success, the company has consistently been pushing to recruit new advisers. In 2011, MAB had 750 advisers, but the company’s target number for advisers in 2021 now stands at 2,000. 

The Learning and Development team – which continuously develops their offerings through traditional courses, e-learning, video, and social learning – recognized that onboarding so many new advisers was no longer feasible with their previous program. Advisers undergoing training previously had fourteen days to complete a digitized pre-course program covering the systems MAB uses. They then had to attend a three-day residential course and successfully complete assessments. 

Group sizes for live training were dictated by the venue and equipment available. However, on average, a business of 100 advisers undergoing onboarding could take around 11 weeks. Adding to the logistical and financial complexity of the previous model, advisors yet to complete onboarding would be unable to work. 

MAB also wished to mitigate against user attrition by providing continued access to learning materials and post-program support. Experienced advisers could then refresh or update their knowledge as MAB’s library of content continues to adapt to shifts in the market. 

MAB, therefore, needed to adapt its training program’s speed, accessibility, and scalability, whilst ensuring its industry-leading standards were maintained.

A new adviser at Mortgage Advice Bureau watches a training video

The Solution

Leading MAB’s search for a digital solution, Andy Cope, MAB’s Technical Learning Consultant, researched the marketplace ahead of the 2018 Learning Technologies Expo. “Attrition was always key for me. I wanted bite-size, on-demand video content which could be viewed anytime and anywhere with a Wi-Fi connection,” Cope says, recalling his priorities during this initial research phase.

Cope narrowed the options to two potential vendors. Each prospective solution addressed MAB’s use case at the macro level. However, one vendor’s dependence on live training and an initial investment of over $60,000 in equipment and software prior to license purchases posed issues. 

“None of these issues applied to Panopto. There was no additional equipment needed. Delegates could catch up at night or at the weekend and if a trainer had problems with a webinar, a pre-recorded version would be sent out,” Cope says. 

Cope identified that Panopto’s HTML player could grant MAB’s students the freedom to bring their classroom with them, fully optimized to whichever device, operating system, or browser they prefer. Panopto’s automatic speech recognition and optical character recognition would also aid in expediting discoverability for specific terms or topics, instantly taking students to the moment the words they’re searching for are spoken or shown in slides.

“When these sales figures are coupled with the delegates’ improved advice quality checks, it is fair to say we are now developing more knowledgeable and better-prepared advisers who are geared to meet the challenges of the modern-day mortgage market.”

Andy Cope, Technical Learning Consultant, Mortgage Advice Bureau

The Impact

With a student population of more than 40,000 and lecture capture in wide use across campus, the University of Arizona has fully embraced academic video. And it has some impressive engagement numbers to show for it.

Each week, Arizona’s faculty produces more than two terabytes of data. Over the last year, their lecture capture totaled nearly 30,000 hours of recorded content. Just as impressive is how students engage with all that material. In the last year, students at Arizona have viewed nearly 270,000 hours of video—studying for tests, catching up on classes, and owning their learning experience. 

For the University of Arizona, the experience has been everything it had hoped—not only in fulfilling the school’s commitment to making academic video available anywhere on campus but also in building an excited community of students and instructors who now rely on video as a key part of the university experience. 

With Panopto providing a solid foundation in lecture capture and video content management, the University of Arizona is at the forefront today. With new opportunities to better engage students, the university is raising its profile as a blended and online learning leader.

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