On Thursday the 5th of June our team will be engaging with the best in customer service and satisfaction. We are excited to have a chance to interact with call centre leaders at the Call Centre Conference in London and we see ourselves uniquely able to solve a real pain point within this industry.
The contact centre industry analyst, ContactBabel estimates the UK has over 5,000 call centres employing over 1 million people in the UK. In fact, according to the Department of Trade and Industry over an 8 year period the agent positions within UK call centres grew a whopping 250%.
These agents fill big shoes from satisfying customer concerns to introducing new products to having an answer for well, everything. Callers want, hope and expect an agent to be able to see and understand their problem quickly and solve it. They are expected to have right answers the first time, knowledge to do their job quickly (known as speed to competency in the biz), and a friendly voice and demeanour to boot.
It doesn’t take a rocket science to see these responsibilities might not leave a lot of time for learning, yet communicating and training these agents about new procedures, products, or company initiatives is vital for their success.
JollyDeck was built to solve this very problem. It was developed to deliver trainings in both short time increments and bite-size chunks of information in order to make the training process quick and incredibly efficient. In previous campaigns a training iteration within JollyDeck lasted less than 4 minutes. Agents can take a short time, play a few iterations and get back to work. Our experience shows within 9 training iterations the users were able to score an average of 85% right answers. A great way to show how we can increase both speed to competency and positively impact right first time KPIs within call centres.
To make it even more exciting JollyDeck has seen an average of over 35% of training time outside of the 9 am – 5 pm work hours. Agents are motivated to train on their own which shows a positive attachment to the tool & means less time is spent offline.
We’ve worked hard to develop a communication and learning solution which is already revolutionising the way call centres handle training and we’re excited to speak with people about how we can do it for their call centre too!
JollyDeck is also incredibly fun, has awesome KPI analysis and offers really great client services, but that is for another blog post!
Come check us out at the Call Centre Conference at the ILEC Conference Centre in Ibis Earl’s Court London or shoot us an email at firstname.lastname@example.org if you want to hear more!