Finding time for call center agent training is a common problem in the call center industry. Knowlagent’s performance strategy team and technology solution provided this customer with a solution it couldn’t refuse.
Customer Overview
This particular credit card processor was growing very fast and struggling to provide contact center training to its new agents while keeping the phones answered and its customers’ customers happy. During this rapid growth period, the company noticed that call center quality was beginning to suffer.
Key Initiative
The major challenge faced by this credit card processing company was how to keep the agents on the phone and at the same time, be able to provide meaningful call center agent training that would help the agents to deliver quality service. They recognized that this improvement in overall call quality would not only maintain customer satisfaction, but would lead to greater customer loyalty.
To that end, Knowlagent conducted a 30 day contact center training pilot program with a goal to improve call quality by 10 percent.
Knowlagent Solution
During the pilot, Knowlagent’s Performance Strategy team focused on improving five of the most high impact areas with the lowest scores on the company’s quality score sheet. These areas included:
- Correct Verification
- Summarized Customer Need
- Offered Additional Assistance
- Follow Up and Maintenance
- Used Customer's Name Appropriately
Knowlagent helped the card services company by dividing its traditional one hour call center agent training and communication breaks into smaller chunks, so agents had more down time to utilize for performance improvement.
Customized courses, lasting 15 minutes each, were delivered two to three times a week for 30 days to the participating agents. Agents received the courses during down times between calls, alleviating the need to take them away from their area and the phones.
Impact
With a set goal established to improve call quality by 10 percent in 30 days, agents using the Knowlagent solution saw an average improvement of 16 percent in call quality in the five key high impact areas.
In three of the five focus areas, more than 75 percent of courses were completed, with significant results ranging from 19 to more than 30 percent improvement. Additionally, the company saw a more dramatic improvement in two of their primary focus areas which are often considered the “cardinal sins”: Correct Verification and Follow Up and Maintenance both experienced approximately 32 percent improvement.
Key Facts
Objective: Improve call quality by 10 percent in 30 days.
Solution: Knowlagent delivered customized call center agent training in 15 minute chunks to agents several times a week during down times between calls, without disruption to service levels or call volume
Results: Average improvement in call quality improved by 16%, outperforming the goal by 60%
Ongoing Benefits:
- Correct Verification and Follow Up and Maintenance both experienced an approximate 32% improvement
- Knowlagent achieved improved call center agent performance through the delivery of just 75 minutes of training per agent during this period
- User adoption of r7 was high:
- 87% of the policy courses were started with 96% completed
- 86% of the quality courses were started with 79% completed
