Technical Support
A client call center was seeking a training and development partner to help them improve upon inconsistent and unprofessional delivery of service to their customers. The customized approach that Bonfire took is apparent not only in the behaviors of their agents, but also in their message system.
Technical Support
The Customer
The customer wanted to equip their management staff with skills and tools to better provide consistent feedback to their reps to ensure learning transfer and continued use of the Bonfire skills.
The Challenge
Lazy language, lack of empathy, poor transfer skills, and an inability to manage calls were some of their challenges. The outcome of these challenges was a high volume of call escalations and complaints.
The Solution
Utilizing multiple observation days and management team meetings, Bonfire customized the training to specifically meet the customer’s training needs and help them achieve their business objectives. The customer saw a noticeable decrease in call escalations and complaints, and improvements in call control. This client felt immediate results in call control.
Results
Courtesy and professionalism were improved. Coachable standards were created and implemented for quality assurance. Ongoing support continues through coaching calls, customized newsletters, employee engagement surveys and more.
