CustomerSIM

New Hire Training

Agent attrition and customer experience are inversely correlated. Attrition rates at large-scale call centers easily surpass 25% per year.   When you dig into those attrition numbers a little deeper, you find that new hire attrition is even more pronounced.   Many call centers see >50% attrition for their new hires within the first 6 months on the job. Learning new systems, new processes, and new procedures is stressful enough.   Trying to recall all that new knowledge while speaking with live customers for the first time can be extremely difficult. Practicing specific customer scenarios   in a supportive, classroom setting has a tremendous positive impact. Agents are more confident in their abilities to handle specific call types.   More importantly, they can practice specific types of calls repeatedly to ensure their knowledge and skills are at the appropriate level.

Compliance for High Risk Transactions

Regulatory requirements in the health care, telecommunications and financial services industries continue to place new demands on your call center team.   Zero tolerance for errors on ‘High-Risk’ transactions is quickly becoming the expectation. In some cases, agents are expected to perform flawlessly on customer   transactions that they encounter less than once per year. Despite process changes, system enhancements, and ongoing ‘reminders’ – agents   still periodically make mistakes on something that occurs so rarely. Our tools can provide ALL agents the ability to practice High-Risk   customer scenarios on a regular basis. You measure success and failure rates across all agents, and ensure your team is ready to meet all your regulatory requirements.

Skills Assessment

New product introductions and process improvements are examples of intentional change in your call center environment. Ensure all your agents practice specific customer scenarios related to the changes   BEFORE implementation. Talking to customers about new product features is often very different than learning facts about the features. Have your agents practice new skills ahead of time and give yourself   the ability improve performance prior to rollout.

Solid soft skills can make or break your customer satisfaction scores. However, how often are your agents able to practice those soft skills? Do they acknowledge the customer’s emotions? Do they pick   up on subtle clues the customer provides? Ensuring those ‘moments of truth’ customer situations are handled appropriately after a customer complaint doesn’t help. Allow your agents to hone their skills   ahead of time with specific customer scenarios.