Improving agents’ performance for the Born Digital champion

Goals

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

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.

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.

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%.

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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Cases

Customer Experience and self-services usage improvement

Transforming Traveler Experience with Xtrabot

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