Overview
Ascentify's client, a global BPO, provided Call Center services to a Tennessee-based variety store chain. Over three years, the client's services expanded to 1,200 FTEs across India and the Philippines to support its retail customer.
As NPS scores declined, risking the client's partnership, weak areas in service teams contributing to low scores were identified. Instructor-led training, supplemented by online courses via Ascentify eSuite, addressed these issues.
The Challenge
The client faced a continuous decline in NPS, with scores consistently below 72%, and customer complaints on the rise. The retail customer relocated 400 roles to an onshore delivery center and threatened closure of two core accounts in the followiong year.
A Six Sigma assessment identified several primary causes for poor service, including weak technical knowledge, insufficient language proficiency, poor customer service skills, and uncontrollable elements.
A training solution was devised to address the weak areas and Ascentify was brought in to help elevate the prevailing NPS call center score to 90% and achieve an internal rating of 94% within three quarters.
Our Solution
In partnership with the client’s Learning and Development (L&D) team, Ascentify recommended the following skills enhancement-focused training plan:
- Ascentify eSuite for language learning and for communication training supporting existing Instructor-Led Training (ILT) for re-training
- Both programs would last for 6 weeks with 2-hour training sessions daily.
- Knowledge checks and call simulations conducted via the Ascentify Player.
The Result
The employee service improvement training showed promising results early on, with 5 out of 8 teams meeting the client's target of 90% NPS for call center scores. This led to an immediate 17% reduction in customer complaints.
By midway through training, all 8 teams achieved an average NPS of 93.7%, with the initial wave scoring as high as 96%. By the end of training the teams consistently maintained scores above the client’s target, while keeping customer complaints below 10%.
The training program was expanded to include agents with average performance, defined as those receiving at least 3 complaints per quarter. Additionally, a self-paced 3-week program was introduced for agents scoring below 85% and new hires.
Importantly, this innovative training and development approach not only saved but also strengthened the client's partnership with the variety store chain leading to discussions to extend services to two new accounts.
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