Overview
Our client is a prominent Business Process Outsourcing (BPO) company based in Australia with a workforce of nearly 4,500 full-time equivalents (FTEs) and service centers in Manila and Cebu, Philippines.
The BPO faced challenges related to increasing customer complaints about service quality and poor communication skills of service staff. They partnered with Ascentify, renowned for their BPO training solutions, to improve existing teams’ and new joiners’ conversation skills and service delivery through blended training.
The Challenge
The client saw low customer satisfaction ratings as customers expressed increasing dissatisfaction and lodged complaints relating to customer service representative’s poor communication skills.
The onshore Quality Teams identified poor reading comprehension and average linguistic abilities of the service teams as the top causes that negatively impacted call quality. These also increased the average handling times (AHT).
Ascentify was brought in based on our BPO training solutions track record, with the goal of reducing customer complaints to acceptable levels, sitting below 10%. The approach was to help underperforming personel significantly improve their communication skills within the first month.
Our Solution
To hit the reduction target in just 4 weeks, our solution included Ascentify eSuite courses for Language & Communication Training. We emphasized BPO training courses on skills enhancement, focusing on associates’ ability to address customer concerns.
We also introduced retraining that utilized a Blended Training Approach, i.e. a combination of Instructor-Led Training (ILT) and eLearning using Ascentify online courses. The retraining lasted for 3 weeks, with 2 hours of daily Ascentify training and 1 hour of in-person training focusing on conversational skills.
We recommended the creation of Knowledge checks and call simulations. These were created based on 8 common scenarios using the Ascentify Publisher. Practice sessions were done via the Ascentify Player to reinforce learning and ensure retention.
The Result
Through this BPO training approach we delivered on the program objectives, reducing customer complaints to below 10% by the end of the training. Furthermore, this improvement was consistently maintained with complaints falling below 8% from the following month.
In addition, we delivered other efficiencies across training. Trainer involvement saw a staggering reduction to 18 hours per week compared to the previous 40 hours. The training duration was also halved from 6 to 3 weeks while maintaining training output quality.
Targeted training enabled faster hiring-to-production as new hires became production floor-ready in just 4 weeks.
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