The General was able to find more time to create and deliver training to agents to improve their overall efficiency and performance.
Sprint continues to improve customer experience and agent productivity, as well as critical measurements such as first call resolution and overall customer satisfaction.
Afni delivered 440 additional coaching sessions each month, giving coaches more time on quality development plans that drive performance and improve key metrics.
Learn how this global outsourcer improved key performance indicators and margins with increased time for development.
This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn't undercut customer loyalty by ensuring quality across all agents.
This financial services leader’s challenge was shifting customer service representative’s mindsets to be more sales focused by up selling and cross-selling across product lines without negatively impacting service levels and cost per call.
It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service.
Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank.
Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time.
This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call.