FERNANCO - Fist call resolution

Analysis

A telecommunication company of 75 call center agents was experiencing problems with the First call resolution Metric.

The customer service agents were not providing the right information to customers over the phone and 60 percent of the customers were calling back to solve an existing issue.

We discovered that the customer service agents were not asking the right probing questions during the call and as a result, the customers' main issues remained unresolved.

This forced customers to call back which eventually contributed to a decrease in the First Call Resolution Metric

The company offers customer service in billing, tech support, and e-commerce.

The training had to cover the 3 departments.

The goal was to increase the first call resolution metric by 30% withing 60 days.

Introductory Video

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Design

So we determined that the majority of the customer service agents were not using the right probing questions. With that information, I designed a storyboard and an action map to guide the development phase.

We decided to help this group of customer service agents with probing questions, paraphrasing, and note-taking skills to improve active listening during the calls.

I proposed a scenario-based eLearning course that would allow customer service agents to explore scenarios where a customer had an issue and a customer service agent had to ask probing questions to find what the customer needed.

I created a text based story board for the entire course. I designed an introductory video using Vyond . I created a character called David and I introduced this character using this introductory video. I later began the process by working with the Subject Matter Expert (SME) to create the action map and the course.

After determining the top actions that the learner should perform, I created the action map.

The course has 3 based scenarios: billing, tech support, and e-commerce.

The customer service agents encountered those scenarios every day at work.

We exposed the employees to real-life scenarios through reading content, videos, knowledge checks, and scenarios in billing, tech support, and e-commerce.

The action map shows what the customer service agents need to do in order to provide a first call resolution customer service experience.

Development

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I developed the training using Storyline 360.

I including branching scenarios and an introductory video using Vyond.

Implementation

We conducted 1 tryout with one call center agent and the SMEs and 1 field test with 5 call center agents before the implementation.

During the tryout phase we gather feedback from the learners and the SMEs and conducted a final field test with 5 customer service agents and the SMEs.

Conducting a tryout and a field test was vital to make the final touches to the course.

Evaluation

Using the The Kirkpatrick Model and the four levels of training evaluation:

I measured the learner reaction by measuring the degree to which participants found the training favorable, engaging, and relevant to their jobs by soliciting feedback via a post-course survey.

I measured the learner knowledge by measuring the degree to which participants acquired the intended knowledge, skills, attitude, confidence, and commitment based on their participation in the training . In order to do this, I provided a pre- and post-test to determine what new information was gained.

I measured the learner behavior by measuring the degree to which participants applied what they learned during training when they were back on the job through specific performance metrics and by direct observation.

I measured the business results by measuring the degree to which targeted outcomes occurred as a result of the training and support. This was done by analyzing the specific performance metrics available.

We noticed that the agents were receiving better customer satisfaction scores from the customers.

There was a 5 percent increase in First Call Resolution metric in 2 weeks after the course and a 30 percent increase in 60 days.

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