Optimizing Agent Performance through CX Language User Interface
Enhancing Agents Efficiency for the Born Digital champion
Goals
- Expedite the agents’ learning process.
- Boost the performance of new agents from day one.
- Elevate the rate of first-contact resolutions.
Strategy
- A comprehensive E2E process examination pinpointing the pivotal stages in an agents’ learning journey, encompassing hiring, training, and onboarding.
- Incorporation of role-play-based training materials.
- Transition to a case-based learning model.
Highlights
- A team finely tuned with our service proposition, consistently delivering customer satisfaction.
- Learning modules meticulously designed to suit the Atento@Home model.
- Potential business impact recognized in Colombia, drawing inspiration from Brazil’s successful experiences.
Results
- A substantial decrease in the learning curve, trimming the duration from 90 to a concise 60 days.
- An impressive 95% of agents successfully navigated trough the preliminary training phase.
- The first-contact resolutions observed a rise, moving up from 77% to a commendable 81.8%.
