Call centers are where first impressions are made and customer relationships are built. In the age of instant gratification, call centers are also the major differentiator between good and great products. The problem is, call center agents forget 70% of their training in just 24 hours. Cerego stops agents from forgetting and tracks their progress with the only adaptive learning platform built using cognitive science and AI.
Call centers have an above average turnover rate of 30-45%. Replacing a front line employee is estimated to cost the equivalent of 20% of a full annual salary. Improving training with an adaptive learning system reduces agent turnover and costs.
A 5% increase in customer retention can increase profits from 25-95%. Cerego helps you identify agent skill gaps and retrains them automatically. The result? Customers are happy with their experience and recommend you to their friends.
Whether you track your performance using Avg. Hold Time, Avg. Handle Time, First Call Resolution Rate, etc., Cerego helps you hit and exceed your performance goals. Reports make it easy to clearly communicate your value at the executive level.
—Crina Petre, Senior Manager of Training and Standards, TechStyle Fashion Group
With Cerego, agents know what's needed to provide the best customer experience. Whether it's product information, troubleshooting steps, or general policies and procedures, Cerego automatically trains and tracks how well agents remember every module.
Here’s how TechStyle uses Cerego to build a training program for representatives that is both personalized and scalable, on a global level.
With a tight holiday training schedule and a growing number of people to train quickly, the pressure is on to ensure every employee is effectively trained and knowledgeable.
“We’ve been able to consolidate a one-week onboarding bootcamp and nearly 700 pages of text into a digestible format that new employees can easily learn and remember with Cerego, allowing us to meet the staffing needs of our partners.”