top of page
meg tovar.png

CREATING A BETTER CUSTOMER EXPERIENCE
FROM THE INSIDE OUT 

DATE


OCTOBER 2022-MARCH 2023

STAKEHOLDERS


CALL CENTER EMPLOYEES, CUSTOMERS, AND SENIOR LEADERSHIP

DECISION

COMPLETE
ONBOARDING
OVERHAUL

THE CHALLENGE

CONTEXT

At a customer conference with senior leadership in 2022, customer frustrations hit an all-time high with the organization's customer service department.  Long hold times, poor quality experiences, and incorrect information breached customer trust and patience. 

Early hypotheses argued the department had experienced significant churn of employees during COVID-19, so the majority of the department was very new and causing a lag in service standards

WATCHOUT 

In this case, it might have been easy to defer to a training solution as the only solution, but a needs assessment was conducted to determine that training could solve some of the gaps but not all. 

NEEDS ASSESSMENT

The needs assessment revealed that a rigorous onboarding program could get new-hires to meet performance standards more effectively and efficiently. However, it would not resolve performance issues and cumbersome processes that had accumulated over time. 

THE SOLUTION

ONBOARDING TRAINING PROGRAM

A rigorous, structured, and standard training program for newly hired team members would

  1. soften the learning curve

  2. document expectations versus results 

  3. reduce the time it took to produce quality customer experiences from new hires. 

 

Additionally, better trained newbies would relieve tenured agents of the burden of supporting an inexperienced team. 

TRAINING PROGRAM FEATURES

  • Clearly defined training map

  • Cohesive training manual

  • Frequent knowledge checks

  • Classroom training sessions

  • Structured on-the-job shadow training with qualifying agents

  • Training logs

  • Expectations vs. results documentation

TOOLS

  • Microsoft Office

  • Kahoot

  • Power Automate

  • Docebo (LMS)

  • Recorded calls

  • LinkedIn Learning

  • Training Playbook

  • Shadowing Log

THE RESULTS

REACTION

Through both formal and informal feedback gathered weekly, learners report overall satisfaction with the onboarding training program. The feedback that learners provide is used to make continuous improvements to the program.  

LEARNING

  • 20+ formal knowledge checks

  • Informal game activities

  • Scored role plays  

BEHAVIOR

  • A training log ensures the learner is receiving feedback from the coach and supervisor as they leave the classroom phase of training and start performing the functions of the job. 

  • A bowler is used to measure performance increases over the first 90 days in the role. 

 

RESULTS

  •  Average Handle Time decreased by 40% (from 10 minutes to 6 minutes). 

  • Daily new-hire call volume is up by 75% compared to their counterparts who had been trained under the previous plan.

  • Hold times have decreased significantly.

sample COURSE topics

PILLARS OF QUALITY

How to deliver a quality experience and earn customer trust

CALL QUALITY SCORECARD 

How quality is measured

and how our agents

measure up

CUSTOMER SERVICE GOALS

How our roles and expectations connect to the big picture for customers

RESOURCE SEArCH FLOW

What resources we have available and how to search efficiently

sYSTEM INQUIRIES

What are common inquiries and how to use the system to resolve them

PLACING ORDERS

How to place orders for customers confidently, correctly, and efficiently

ESCALATION PROCESS

What to do when you need input from a subject matter expert

APPLYING CREDITS

How to determine credit eligibility and apply to the customer's account

PROCESS AND ARTIFACTS

THANKS FOR STOPPING BY!

bottom of page