PAKRA Success Story: helping Chaya, the Chatty VP of Training, prepare agents for successfully dealing with customers via any mode of communication

PAKRA Success Story starringChaya, the Chatty VP of Training www.pakragames.com

Our customers are reportinglow satisfaction Our Netpromoter in dealing with score is high our customer- because of our service agents sales training, via live chat … but the first chat resolution score is down, down, down Our average CSAT score is 49%. They are all blaming it on training??? www.pakragames.com

There also seems to be a lack of consistency among our agents. Hmm! And then wait, there’s more. A longaverage handle time for customer chats. What a mess! And I have to train 500 new agents inthe next five months because of ramp-up for a new client. No vacation for me! www.pakragames.com

Chatty_chaya:> (7:32 pm) Aargh! I can’t goGalpal_42:> (7:33 pm) What do you mean – you can’t go? What happened?Chatty_chaya:> (7:33 pm) I am telling you my friend…  Our main client wants to ramp up. 500 agents I have to hire. How many trainers I have to retrain. Scores are down.Galpal_42:> (7:34 pm) It can wait. Beaches, pina colada, cosmo – think what you will miss Yaar! Chatty_chaya:> (7:35 pm) If I wait, the client will not, they will give our work to the vultures waiting at the doorGalpal_42:> (7:35 pm) What are you saying? What vultures?Chatty_chaya:> (7:36 pm) Competitors! Go have a good time. Next time! www.pakragames.com

the challenge In charge of the outsourced customer-contact center for a large telecom client company andtrying to transition to more chat-based support, Chaya has a big challenge: www.pakragames.com

the PAKRA® solutionsChaya deployed highly engaging and immersive PAKRA®Games to:• Prepare agents for successfully dealing with customers via any mode ofcommunication, with a special concentration on concurrent chat interactions• Teach agents active reading and comprehension skills• Have trainers do targeted training based on learners needs• Reduce 6 weeks of on-the-job training to 1 week of practiceChaya used the PAKRA® Console and PAKRA® Analyticsto:• Manage agents’ learning and training assignments• Track real-work performance metrics• Monitor trainers and team leaders coaching and training activitiesNow other clients are requesting Chaya to lead their ramp-ups, and her Operations VP is pleased with reduced Ops-Margins www.pakragames.com

the results PAKRA Games are fun! By implementing PAKRA’s custom solutions created for the contact center, PAKRA Games Chaya’s customer service seemed so real. It was just like agents: chatting with our clients! • Increased CSAT scores from 49% to 76% • Decreased average handleCustomers aren’ttyping their time from 17.5 minutes tomessages in allcaps anymore! 14.3 minutes www.pakragames.com

Chatty_chaya:> (10:52 pm) How are you Mr. Gupta? Are you calling from the Maldives?Ops_007:> (10:52 pm) Yes! Chaya. I hear that our client is thrilled.Chatty_chaya:> (10:53pm) Agents are happier, more prepared and doing a better job, which directly led to more satisfied customers  … And our trainers were able to ramp up our new hires using PAKRAOps_007:> (10:53 pm) I heard also Ms. Mukherjee that the client is expanding the contract to social channels. Can PAKRA help?Chatty_chaya:> (10:54 pm) Well! I will ask them. But this is good. Btw: I have to take vacation before any more expansion happens –hope that’s ok with you Mr. Gupta. Ops_007:> (10:55 pm) When are you taking vacation?Chatty_chaya:> (10:55 pm) Very soon. Beaches beckon! www.pakragames.com

Create your own Success StoryContact PAKRA®•  Implement optimized customer-service processes•  Hire, train and retain your agents effectively and efficiently I CRUSHED my competition. Let’s chat! www.pakragames.com

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PAKRA Success Story: helping Chaya, the Chatty VP of Training, prepare agents for successfully dealing with customers via any mode of communication

by PAKRA Games on Jun 25, 2012

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PAKRA Success Story: helping Chaya, the Chatty VP of Training, prepare agents for successfully dealing with customers via any mode of communication Presentation Transcript