USA Companies Answer The Call To Help In Pandemic

4 minutes to read, posted on April 6, 2020, by VXI Marketing

VXI Global Solutions offers free usage of its agent training simulator to boost customer care teams’ efficiency and customer success in this unprecedented time.

Hoarding toilet paper. Sheltering-in-place. Social distancing. Welcome to our new normal.

As the United States comes together as a community to ‘flatten the curve’ of the current pandemic, our day-to-day activities as consumers must adjust. For some customer service teams adjusting may be easier said than done.

Customer Service is Essential to the Economy

Travel bans. Online grocery delivery.  Take-out food orders. They all depend on customer service associates.

But what if customer service is not deemed as an essential service? What if, because of the sheltering-in-place, customer service associates can’t do their job? Brands with customer service departments are scrambling to keep a baseline of normal.

A stress-fracture has developed in the bones of customer service. This pain is a double whammy of swelling call volume, potentially fewer staff and a probable break from normal training and mentoring for a staff of agents who likely just transitioned to a new work-from-home program. The hope is that they can keep it together long enough to survive, but hope is not a strategy.

When the public panics, customer care is the first to deal with it

Many brands and call center companies built work-from-home infrastructures from the ground up in the last few weeks. Some agents who never worked outside the call center felt, understandably, unsupported. An adaptable approach to allowing employees to hone their skills and knowledge while providing structured systems to measure and coach them until performance moves consistently upward, is key to customer service success.

One training platform known to support agents is gaining momentum, particularly in this uncertain time. This tool trains more than 100,000 agents annually and is used by several Fortune 50 media and communication companies to deliver a scenario-based, hands-on experience with customer calls in a simulated environment.

This approach ensures agents take their first “real” at-home call with extensive confidence gained from handling common support issues in a virtual-reality mode.

As we face the realities of this pandemic, we gain confidence in our abilities to adjust our operating and customer care practices in the wake of COVID-19 – finding new ways to continue to serve our customers.

The new at-home agent does not gain proficiency by practicing on customers, but in a virtual-reality environment.

In an effort to keep society moving forward, here are a few companies who’ve answered the call to help:

  1. Boeing, Ford, Honeywell, Hanes, and many others are repurposing factories to produce respirators and protective masks and face shields
  2. United is using several of their idle wide-body aircraft to use as dedicated charter cargo flights, at least 40 times per week
  3. UPS has seen a 50 percent increase in the cargo that’s being loaded out of Asia and brought to the USA so that medical supplied can be distributed
  4. VXI is offering VXI Training Simulator – a virtual-reality tool that recreates real-life call scenarios for customer engagement associates who work from home during this pandemic.

TRY VXI TRAINING SIMULATOR FOR FREE!

How Does Training Simulator work?

VXI Training Simulator is used for new hires and tenured agents to allow them to gain a scenario-based, hands-on experience with customer calls in a simulated environment. This approach ensures agents take their first “real” call with extensive confidence gained from handling common support issues in a virtual-reality mode. In essence, the new staff does not gain proficiency by practicing on customers, but in an environment designed to simulate the workflow.

The greater proficiency level of new agents enables them to get swiftly up to speed and exceed key performance indicators including improved CSAT scores. The Training Simulator has been successfully supporting several client programs across more than 20 locations in 5 countries.

Results achieved include the following:

Client: Fortune 50 Media and Communications Company

Results from the first 90 days after the launch of a new line of business in July 2018

  • ∼7% reduction in average handle time
  • An increase of 10% in Voice of Customer (VOC) rating
  • Sales target attained within the first 30 days

Client: Global Payments Company; Pilot class 2018

Results: 180 day period; Batch 2 (using Training Simulator) outperformed Batch 1 (did not use the tool)

  • Average handle time decreased by 30%
  • Key Drive Index (CSAT) increased by ∼6%

TRY VXI TRAINING SIMULATOR FOR FREE!

 

 

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