PAKRA Success Story: helping Carl the Cross-Selling Customer-Service Manager to teach and train both new and experienced employees

PAKRA Success Story starring Carl, the Cross-sellingCustomer-Service Manager & Pravit, the Prolific Product Manager www.pakragames.com

We spend time developing newproduct offerings.You know -- like interest-pluschecking accounts, loan ReFis,overdraft protection.But Carl’s customer-service repsdon’t cross-sell them when ourcustomers call. While my reps are good at problem-solving for our customers, I keep telling you they aren’t comfortable selling. It’s a different skill set – just different. Reps don’t understand the process, the products or the opportunity. www.pakragames.com

It’s not surprising their cross-selling conversion rate is only 35%. And it’s creating animosity between us and our departments. X www.pakragames.com

Adding insult to business injury, Ihave an agent-turnover rate of 36% …You’d think, in this economy, they’d beglad to have a job, but during training, some don’t even come back after lunch. *SIGH* We need to find a way to hire the right people, and give them the training they need to succeed. www.pakragames.com

The challenge As a banker for a leading regional retail bank with more than $60 billion in assets and 12,000 employees, Carl has a big challenge:What’s a Customer-Service Manager to do? www.pakragames.com

PAKRA® solutions •  Carl deployed highly engaging and immersive PAKRA® Games to teach both new and experienced employees   Process   Systems   Critical-thinking skills   Customer-service skills   Cross-selling skills •  Carl’s recruiters used PAKRA® Games during the hiring process to assess best fit for potential candidates •  Carl and Pravit brought their teams together and, with the help of PAKRA® Consulting, they broke down department silos and now work together to share resources and information •  Carl and Pravit managed every step with the easy-to-use and intuitive PAKRA® Console and PAKRA® AnalyticsSales conversions are up, and customer-service metrics are even better www.pakragames.com

the resultsI’m 42% morelikely to apply the By implementing customcontent I learnedthrough PAKRA solutions created for theGames thanthrough our bank by PAKRA:standard training! • Customer-service reps increased their cross- selling conversion by 66%PAKRA Games are • The bank reduced agentinformative! turnover to 17% from 36% • And the learning curve for new reps decreased from 3PAKRA Games arefun! months to 1 month www.pakragames.com

Look at my Rep standingthere grinning away!Sales are up … Turnover is down … Agents are learning … Bring it on, Pravit! www.pakragames.com

Create your own Success StoryContact PAKRA®•  Hire, train and retain your most important resources in your customer service center•  Cross-Train and acquire skills of Customer Service and Sales We both got promoted! www.pakragames.com

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PAKRA Success Story: helping Carl the Cross-Selling Customer-Service Manager to teach and train both new and experienced employees

by PAKRA Games on Jun 25, 2012

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PAKRA Success Story: helping Carl the Cross-Selling Customer-Service Manager to teach and train both new and experienced employees Presentation Transcript