Business Metrics (Expertus (Training Needs Analysis using ADDIE (Job…
Average Call Handling Time for Contact Center
Wanted to Impact C-SAT Scores for Voice and Chat / Email
Impact AHT: Total Talk time + Total Hold Time + Total Wrap Time / Number of Calls Taken
New Hire Orientation...Strong Process Training
Quick Job Aids for tricky situations
Behavioral Training on Customer Call Handling
Paraphrasing to check understanding
Effective Questioning - Open versus Close-ended Questions
DISC - for the Call Agents and also to profile the customers
Sensitize people to the fact that customers were not different from them but different like them!
By the end of the learning intervention, the average call handling time was reduced to about 200 seconds - while the number of customers serviced had increased...I don't remember the number!
More customers answered means lesser customers waiting...means better CSAT Scores
Avg Call Handling Time was at 266 Seconds
Training Needs Analysis using ADDIE
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