From escalations to call control.

A call center struggling with inconsistent, unprofessional service worked with Bonfire to transform both agent behavior and how managers coach it.

What was keeping our client up at night?

The client also wanted to equip managers with the skills and tools to give reps consistent feedback, so learning would transfer and Bonfire skills would stay in use.

Lazy language and a lack of empathy
Poor transfer skills and an inability to manage calls
A high volume of call escalations and complaints

Sound familiar?

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30 minutes. No pitch. Just a real conversation about what your people need.

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The solution.

Using multiple observation days and management team meetings, Bonfire customized the training to the client’s needs and business objectives.

The customized approach showed up not only in agent behavior, but in the client’s message system too.

Real results.

Key outcomes

A noticeable decrease in call escalations and complaints
Improved call control
Courtesy, professionalism and coachable QA standards in place

Trainer explains content on a computer screen to two male colleagues in an office. — Mocha McGeeDirector of Support

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Transform any customer interaction into a positive, successful one. Let’s talk about what your people need.

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