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 agents, but also in the message system.

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Technical Support

The Customer

They wanted to equip their management staff with skills and tools to better support providing 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 a call 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.

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Results

Improvement in the quality of conversations with customers; reduction in jargon, local colloquialisms and slang; improved professional tone and listening skills and a noticeable uptick in asking probing questions.

By taking the time for discovery, Bonfire was able to suggest adjustments on how to address a customer from the beginning of a call."

Director of Support

Mocha McGee

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