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ScreenSteps > Case Studies > Cut Your New Agents’ Time-To-Proficiency by Over 75%

Cut Your New Agents’ Time-To-Proficiency by Over 75%

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Human Resources

Services

Training

The Challenge

The Business Process Outsourcer (BPO) was facing a challenge with its newly hired call agents. The new agents were taking up to 60 days to feel confident in handling every type of customer call. This was affecting the efficiency and productivity of the call center. The BPO was looking for a solution that could reduce the time it took for new agents to become proficient in their roles. One of the key metrics of proficiency for the BPO was handle time, which was not improving with the current training methods. The new agents often had to put customers on hold to ask for help from their colleagues, which was increasing handle time and reducing customer satisfaction.

About The Customer

The customer in this case study is a Business Process Outsourcer (BPO). BPOs are organizations that contract with other companies to take care of certain business tasks or processes. In this case, the BPO is responsible for managing a call center. The call center employs agents who handle customer calls for the companies that the BPO contracts with. These agents need to be proficient in handling a variety of customer calls, which can range from simple inquiries to complex issues. The BPO's goal is to ensure that these agents are able to handle these calls efficiently and effectively, providing high-quality service to the customers they interact with. To achieve this, the BPO provides training to its newly hired agents. However, the BPO was facing challenges with its training process, as it was taking a long time for new agents to become proficient in their roles.

The Solution

The BPO implemented ScreenSteps, a training solution that drastically improved its onboard training. ScreenSteps provided a complete call flow, formatted articles for easy reading, and trained agents to help themselves. The BPO spent four weeks writing and re-writing its documentation and call flows using ScreenSteps. The system guided agents through an entire call, eliminating guesswork and ensuring agents were comfortable and confident. The articles were formatted in a minimalist style, making it easier for agents to find the information they needed quickly. During training, agents were taught how to use ScreenSteps to respond to customer questions, rather than being forced to memorize policies or call flows. After 10 days of classroom training, agents spent 5 days on the floor with a manager who could help if they got stuck. After that, they were cut loose, but they had access to answers via the ScreenSteps website.

Operational Impact

New agents are more confident in handling calls right out of training.
The need for new trainees to put customers on hold has been significantly reduced.
High Quality Assurance (QA) scores are naturally occurring as the call flows, policies, and procedures are documented and easy to follow.

Quantitative Benefit