SlideShare a Scribd company logo
PAKRA Success Story
        starring
Chaya, the Chatty VP of Training




           www.pakragames.com
Our customers
  are reporting
low 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 long
average handle time for customer chats.
              What a mess!
  And I have to train 500 new agents in
the 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 go

Galpal_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 door

Galpal_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 and
trying to transition to more chat-based support,
           Chaya has a big challenge:




                  www.pakragames.com
the PAKRA® solutions
Chaya deployed highly engaging and immersive PAKRA®
Games to:
• Prepare agents for successfully dealing with customers via any mode of
communication, 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 practice


Chaya used the PAKRA® Console and PAKRA® Analytics
to:
• Manage agents’ learning and training assignments
• Track real-work performance metrics
• Monitor trainers and team leaders coaching and training activities

Now 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 handle
Customers aren’t
typing their             time from 17.5 minutes to
messages in all
caps 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 PAKRA
Ops_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 Story

Contact 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

  • 1. PAKRA Success Story starring Chaya, the Chatty VP of Training www.pakragames.com
  • 2. Our customers are reporting low 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
  • 3. There also seems to be a lack of consistency among our agents. Hmm! And then wait, there’s more. A long average handle time for customer chats. What a mess! And I have to train 500 new agents in the next five months because of ramp-up for a new client. No vacation for me! www.pakragames.com
  • 4. Chatty_chaya:> (7:32 pm) Aargh! I can’t go Galpal_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 door Galpal_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
  • 5. the challenge In charge of the outsourced customer-contact center for a large telecom client company and trying to transition to more chat-based support, Chaya has a big challenge: www.pakragames.com
  • 6. the PAKRA® solutions Chaya deployed highly engaging and immersive PAKRA® Games to: • Prepare agents for successfully dealing with customers via any mode of communication, 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 practice Chaya used the PAKRA® Console and PAKRA® Analytics to: • Manage agents’ learning and training assignments • Track real-work performance metrics • Monitor trainers and team leaders coaching and training activities Now other clients are requesting Chaya to lead their ramp-ups, and her Operations VP is pleased with reduced Ops-Margins www.pakragames.com
  • 7. 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 handle Customers aren’t typing their time from 17.5 minutes to messages in all caps anymore! 14.3 minutes www.pakragames.com
  • 8. 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 PAKRA Ops_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
  • 9. Create your own Success Story Contact 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