Financial Services
Global Insurance Company
Overview
Audiences
- Contact center training
- Six largest global contact centers
Challenges
- High employee turnover
- Extensive training time (13 weeks)
- Low first-time call resolution
- Average call times too high
- Myriad transfers to help desk
- Low quality scores
Solution
- Multiple business units
- Individual strategies for each unit
- Web-based self-paced learning modules
- Structured field experiences
- Interactive multimedia classroom training
- Systems simulations
Measurable Business Results
- Increased retention
- Decreased training time
- Decreased training costs
- Decreased average call times
- Decreased calls to help desk
- Increased first-time call resolution
- Increased quality scores (J.D. Power)
