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A large call center had recently upgraded its hardware and software, and wanted to maximize its productivity and utilization metrics. Interact conducted interviews with customer-service specialists, and found that team-related problems were impeding optimal performance. Many of these problems were too “trivial” to take to management, but still needed to be solved. Interact developed a tailored training program that showed team members how to solve problems with each other. The training was delivered by call center managers, and resulted in improvements in speed of answer, utilization, and service level. In addition, overall customer satisfaction increased three years in a row.
Catalog Sales Center
A sales organization doubled its call center staff every holiday season. The HR group decided to implement work teams as a way to help these seasonal employees become productive more quickly. Interact tailored materials to train team members how to integrate new employees more effectively into their teams. The organization was able to turn most seasonal-employee training over to the teams, freeing up managers and the training staff for other priorities. The ramp-up period for seasonal employees was cut by a third. A side benefit was improved satisfaction among permanent employees. Their organization-climate scores improved by 20%.
Financial Services
A customer service division was growing rapidly, adding a new call center every six months. Managers were promoted from within, and often found themselves supervising their former peers. The firm had no supervisory training in place, and new managers often ran into trouble. The division began to experience decreases in customer satisfaction and increases in turnover. Interact developed a program for new managers. Over 400 managers were trained over three years. The HR manager attributes increases in customer satisfaction and a 10% drop in turnover to Interact training.