Improving agents’ performance for the Born Digital champion

Accelerating learning and improving first-contact resolution for a seamless CX.

Goals

Reducing agents’ learning time
Improve performance of new agents from day one
Improve the first-contact resolution rate

Strategy

E2E process review to identify the agents’ learning stages, from hiring, training, and onboarding
Training materials based on role plays.
Case-base learning model.

Highlights

Team aligned with our service offering and delivering customer satisfaction.
Learning content tailored to the Atento@Home model.
Business impact opportunity in Colombia leveraging Brazil’s successful experiences.

Results / KPI'S

Reduction in the learning curve (time spent in this process) from 90 to 60 days.
95% of the agents passed the initial training.
First contact resolution rate raised from 77% to 81.8%.

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