With 9 out of 10 customers reporting bad customer service as the root cause of them ending engagements, it’s time to focus on providing call center agents with the training tools they need to succeed.
Turnover is costly and directly tied to a lack in training support. Contact centers specifically report an above average turnover rate each year (20-45%.) Cerego provides agents with an adaptive learning tool to meet their goals, increase engagement, and save call centers money.
Agents prepared with hard skills necessary to mitigate issues and soft skills to de-escalate situations are best prepared to increase customer satisfaction. A mere 5% increase in customer retention can increase company profits by 25-95%.
Whether you track your performance using Customer Satisfaction Rating, 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
Here’s how TechStyle uses Cerego to build a training program for representatives that is both personalized and scalable, on a global level.
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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.
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“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.”
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