With ScreenSteps, the contact center has completely rethought their training process for reps. Instead of flying reps to a single location for in-class training, they now conduct all of their training remotely.
This alone has reduced the contact center’s training budget by 85%.
New reps now initially spend time gaining a basic understanding of medical terminology and device functionality, and then move into learning how to use The Brain.
Reps no longer needed to remember all of the details or decipher the technical documentation because these custom guides navigate reps through all of the questions and tasks to properly troubleshoot each and every call.
Contact center leaders wanted reps to turn to The Brain first when they had questions. At first, some agents were still asking supervisors and co-workers for answers, so the company put into place a “no advice” policy. If one rep asks another rep how to perform a task or how to troubleshoot a specific code, the only acceptable response is “Look in The Brain.”
Before, it could take reps around 12-18 months to develop proficiency in handling calls with consistent quality. Now, reps are able to handle complex calls right after graduating from their six-week training. Their level of proficiency is higher, and it takes less time to get there.
The best part: they’ve completely eliminated any variability (and, in turn, risk) when a rep takes a call. Because each rep is following the exact same guide or call flow, each rep is troubleshooting error codes the same way.
This has resulted in better risk compliance, better performance, and money saved.
