Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%
Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%
Industry
Shifting to a largely work-at-home CX business model comes with its share of challenges in preparing agents to provide effective support. Adopting a customized training approach and extended on boarding can pay dividends in terms of agent performance.
The Challenge
Our client, a North American retail giant whose bricks-and-mortar footprint is matched by an enormous e-commerce operation, shifted its support to a work-at-home model. However, the training and onboarding that worked for on-site staff did not work for remote agents, resulting in less than optimal performance.
- Inconsistent KPI achievement
- Agents ramped to proficiency too slowly
The Solution
ResultsCX analyzed performance data and identified improvement opportunities
- The account team enhanced agent onboarding with a custom combination of training, extended nesting, and support ratio changes
- Trainees spent more time listening to call sessions, participating in collaborative discussions of lessons learned, and discussing follow-up processes
- Increased individual coaching was coupled with twice-daily team debriefs to close knowledge gaps
- Required pre-production agent certification and expanded skill assessments further strengthened agent competency
The Results
The modified training plan for work-at-home agents led to significant overall performance improvement, in turn increasing customer satisfaction and loyalty.
- 67% reduction in time required to meet AHT targets
- 50% reduction in time required to meet VOC proficiency
- 11% increase in agent work satisfaction
- 2% increase in customer likelihood to shop again with client
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