S4-Brochure-Flip
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
Case Study: Call Center<br />
Training Challenge<br />
One of the top mutual insurance companies needed to<br />
transform its ineffective, traditional training programs for<br />
its six largest call centers. Training issues included:<br />
Ineffective (Not Day 1 ready or confident)<br />
Inefficient (Classroom training took months)<br />
Inconsistent (Within and across business units)<br />
Resulting in:<br />
High employee turnover<br />
Low first-time call resolution<br />
Average call times were much too high<br />
Myriad transfers to help desk<br />
Low customer satisfaction scores
Change language