VXI Global Solutions - Innovative Use of Technology in Customer Service
Company: VXI Global Solutions, LLC, Los Angeles, CA USA
Category: Award for the Innovative Use of Technology in Customer Service > All Other Industries
Nomination Title: Training Simulator
Essay:
In today’s socially connected world, delivering great customer experience is a complex equation wherein companies are deploying unified communication tools, AI assisted bots, facilitating IVR to text messaging, real-time behavioral guidance and conversation analytics et all. Despite having a range of infrastructure options and platforms, it has become evident that a highly trained and well-coached workforce is the most fundamental and decisive factor in improving customer experience (CX). With more than 35,000 advisers on board, VXI supports a big service economy that includes several fast growth tech majors, FinTechs, payment companies, biggest telecom, and media and content providers. To drive an engaging and positive experience for millions of end-customers of our clients, foundational improvements were needed at a systemic level.
Industry Solution:
This idea has led to ongoing development and improvement in the following technology platforms:
1. Training SimulatorTM (upgraded with Memory Science in 2019)
2. Performance Pro 360TM (with gamification in beta to reward high performance)
Training SimulatorTM is a purpose-built training platform used for new hires and tenured agents to get a scenario-based, hands-on experience with customer calls in a simulated environment.
Memory Science:
The memory science platform has been designed on the principle, “If you can ‘remember what matters’, you can perform at unprecedented levels”. After A/B testing and empirical data gathered from 22,000 disparate users; there was proof: 85% - 90% retention of key critical information was retained over a long period of time (months/years). This concluded that when people have knowledge, they have confidence, and when they have confidence, they delight the customer, and they like their job. The tool is content agnostic, so content creation is done by the ‘expert’ that discerns what needs to be remembered and the application of the methodology and gamification causes high levels of retention. The greater proficiency level of new agents enables them to get swiftly up to speed, deliver, and meet desired KPIs resulting in improved CSAT scores.
The Training Simulator has been successfully utilized to support several client programs.
Appended below are the results achieved:
Client: Fortune 50 Media and Communications Company
Results from first 90 days after launch of a new LOB:
- ~7% reduction in average handle time
- An increase of 10% in Voice of Customer (VOC) rating
- Sales target attained within first 30 days
Client: A Global Payments Co.
Results: 180-day period; Batch 2 (using Training SimulatorTM) outperformed Batch 1 (did not use the tool)
- Average handle time decreased by 30%
-Key Drive Index (CSAT) increased by ~6%
Our clients (a Fortune 25 Telecom Major and a Global Payments Co) bought several thousand licenses for internal deployment across their enterprise network. This is our biggest accomplishment as it did not just create a new revenue stream but established VXI as a tech-innovator. Performance Pro 360™ is an online coaching tool that consolidates agents’ performance data into actionable information to help supervisors coach based on trending issues, as well as assist agents identify improvement areas on an individual basis. Using this tool, supervisors are able to drill down on agents’ performance in hitting each KPI and collaborate with training and quality departments. The tool enables to electronically record coaching feedback (forms) and get an agent’s acceptance on the agreed course of action, thus leaving an electronic trail of past performance, agent behavior, and improvement plan. It is hosted in the cloud and can be accessed via mobile devices, thus making it accessible during floor walks.
Client: Fortune 25 Telecom Co
- 3.66% improvement in FCR (no repeat call from the same customer within 7 days)
- An increase of 6.14% in Voice of Customer (VOC)
- 22.69% decrease in transfers
- Agent Coaching Satisfaction rating improved from 4.5 to 4.92"
LINKS:
How To Improve Performance And Exceed KPI's https://www.youtube.com/watch?v=1NTgGzZMB3Y&list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=9&t=0s
The Coaching Tool Used By Call Center Experts To Overcome Daily Challenges https://www.youtube.com/watch?v=be_0RVZA4jE&list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=6&t=0s
Reducing Cost, Growing Revenue And Delivering The Experience Your Customer Deserves! https://www.youtube.com/watch?v=RaI6GY1HkyY&list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=3&t=0s
How To Make Agents Effective And Resourceful With VXI's Training Simulator Tool https://www.youtube.com/watch?v=A7KuhBdCGwU&list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC
How To Improve Customer Service Satisfaction And Achieve Sales Results https://www.youtube.com/watch?v=YLq0cMdLKW0&list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=4&t=0s