The challenge

Adept handling of diverse and complex issues flowing into a contact centre takes more than mastering the knowledge of ever-changing rules and protocols. A successful customer interaction requires practice and our client’s associates wanted more time to master newly acquired skills.

The vast majority (69%) of our client’s associates felt unprepared to confidently handle calls because only 26% of their pre-nesting training time was allocated to skills practise. The company wanted a solution that was self-paced, engaging, interactive, and offered more built-in practise time. Maintaining or improving performance levels was non-negotiable.

Our solution

After studying customer intents unique to our client, TTEC redesigned the training curriculum and deployed it to seven pilot test groups at U.S. and Philippines locations. The new curriculum reduced traditional, instructor-led training to accommodate five new digital methods:

• Real-time practise with AI bots
• Voice of the customer
• Gamification
• Self-paced lessons
• On-demand video

These engaging training and practise exercises helped cement knowledge retention and skills proficiency more effectively than analogue, instructor-led training alone.

For example, five AI-enabled conversational bots were developed based on the top five call drivers trainees encountered: vision benefits, copays, primary care physician change, fitness benefits, and fulfilment.

For each call driver, TTEC programmed a bot to conduct a 5- to 10-minute simulated conversation with trainees, covering all phases of a call from greeting and identity verification to softer skills such as empathy, respectful probing, and making a positive connection. Through role-playing exercises, trainees practised responding to bot-generated questions about the most common questions coming into the contact centre. The bots provided real-time feedback and coaching customised to each user.

TTEC also created a sandbox platform, enabling trainees to practise call handling whilst navigating the client’s specific technology systems. Cloud-based design allowed trainees to practise on-site or remotely.

The results

The primary goal, to increase and enrich training with more time for hands-on practise, was achieved: Skills practise time increased by 73% — from just 26% to 45% of the training programme.

As a result, quality scores rose 4%, call transfer rates dropped 4%, and employee Net Promoter Score (eNPS) improved 4%, exceeding the client’s eNPS goal. TTEC continually solicited feedback from trainees and incorporated their suggestions to improve programming of the bots. As a result, user effort scores rose by 7%, indicating the ease with which trainees used the training tools.

The client is currently considering expanding the programme to additional lines of business.