Taking technical calls lasting more than 50 minutes on average and little opportunity to train, this outsourcer was in search of a unique solution to improve the performance of its agents without impacting service levels. Additionally, the ability to deliver urgent product updates and internal communications was limited by long turnaround times and no method of verifying comprehension.
The company implemented Intradiem Continuing Training & Communications to push targeted content directly to agent desktops while maintaining service levels. This enabled agents to receive 30-60 minutes of training per week without increasing center capacity. The content included Intradiem courses on productivity as well as communications on areas such as product knowledge, process changes, and bug alerts. Critical communications were created and deployed in less than 24 hours, and center management was able to certify receipt and comprehension with e-learning delivery and knowledge checks. Additionally, with a clear view of key performance indicators linked to training, agents, supervisors and center management were able to see the impact of each learning and communications event.
During the 12-week launch period, across all product/site groups, KPIs improved by an average of 7.6 percent, approximately 4 times the targeted goal. The annualized return on this KPI improvement is $2.4 million.
Afni delivered 440 additional coaching sessions each month, giving coaches more time on quality development plans that drive performance and improve key metrics.
The General was able to find more time to create and deliver training to agents to improve their overall efficiency and performance.