Overview:
A leading ISP provider, grappled with productivity challenges in their technical contact centers, impacting customer service, repair operations, staff onboarding, and high-ticket issue resolution, resulting in diminished customer satisfaction.
Challenge
- Lack of practical hands-on product training
- Restricted access to applications
- Heavy reliance on in house SMEs and training experts
- Poor CSAT for new hires
- Insufficient ticket resolutions during OJT & first 90 days in production.
Solution
- Deployed epiplex for training & onboarding new hires, and customer support staff
- Advanced simulation feature enabled drastic improvement in employee skills
- Provided visibility into skill assessments with the targeted training approach
- Decreased attrition rates while reducing reliance on SMEs & trainers
Outcome
- 25% of reduction in classroom training days (from 4 weeks to 3 weeks)
- 100% certification as compared to the baseline of 60% without epiplex
- With sufficient volume during OJT batch productivity and CSAT were at 1.31 and 5.50 respectively against the baseline of 1.24 and 4.65.
