Call Center

If only I could “clone” my best employees!

For this hi-tech health care products company, hiring and training enough customer service reps (CSRs) to keep up with demand was slowing business growth and adversely affecting the quality of customer service. By studying CSRs who had the highest rates of completed calls with the lowest number of keystrokes, mouse clicks and lowest error percentages, this company found their productivity break through. Three CSRs (out of 1000) had unique knowledge and had mastered techniques to fill out on-line customer service application forms with 38% fewer keystrokes/mouse clicks and 45% fewer errors. This rapidly translated into several initiatives. For immediate productivity gains, a new training program was implemented to transfer the best practices user techniques to the entire CSR staff. Next, modifications to the call center software application were undertaken to incorporate the new user data entry techniques into the workflow process.

Prodyx ROI – 30% increase in call center capacity, obviating the need to hire 20 to 30 more CSRs .