ERC Develops Top Performing Customer-Facing Teams Using Zenarate AI Coach
“Zenarate is an integral piece of our training program, allowing our team members the opportunity to hone their skills through AI.”
- Shantel McQuaid, VP of Talent Development
ERC (Enhanced Resource Centers) is one of the top international BPO providers of customer experience solutions. ERC offers a full service, end-to-end contact center solution across every aspect of the customer journey. ERC focuses on investing in technology that enables their talented team to provide value added interactions rather than replicating the contact centers of the past.
Industry: Business Process Outsourcing No. of Employees: 7,000
ERC wanted to give their customer-facing teams the best hands-on training possible to ensure the delivery of superior customer experiences. They were looking for a scalable technology solution that would build employee confidence, improve KPI performance, and infuse best practices into training and coaching moments to drive employee skill development and support their career growth.
ERC now coaches its employees to perform their best by leveraging Zenarate AI Coach.
With Zenarate AI Coach, ERC is using AI conversation simulation developing top performing customer-facing teams right out of training and is closing underperforming tenured agent skill gaps. Customer-facing teams are mastering real scenarios they encounter with customers, and trainers easily track individual and team proficiency.
Similar Companies Experience Proven Outcomes
Zenarate AI Coach quickly became more than a training solution; it turned into an integral part of ERC employee experience and retention. ERC Recovery Services has seen an immediate lift in dollars collected and employee satisfaction. And trainers saw an immediate impact on agent confidence, which transferred to a reduction in both new hire and 30/60-day attrition.
ERC Delivers Premier Customer and Employee Experiences by Partnering with Zenarate
Digital transformation has customer expectations at an all-time high, and businesses are realizing that every customer conversation is having a greater impact on their bottom line. Customer-facing teams across industries are struggling to keep pace with these expectations; however, ERC is the exception.
For most businesses, new hire onboarding can be a long resource-intense process. Especially in the case of customer-facing teams getting fully ramped up before taking their first call. For their first call, new hires have anxiety feeling unprepared to handle new complex customer scenarios. And tenured agents have core and new requirement skill gaps. With a lack of confidence and an increase in anxiety, customer-facing teams are unable to perform their best, leaving companies to deal with low employee satisfaction, high attrition rates, and ultimately a worse customer experience.
ERC was completely aware of these business challenges, and they were determined to meet them head-on through technology investment creating top performing agents consistently delivering value-added interactions.
Shantel McQuaid VP Talent Development at ERC puts it perfectly, “If you're technology forward and you're on the wave of digital transformation, you have to apply AI across the company. If you do that, you find success. That’s where Zenarate stood out using AI to solve our top employee and customer experience challenges.”
That’s why ERC partnered with Zenarate to implement AI Coach. AI Coach is not your normal out-of-the-box AI solution that only focuses on monitoring calls and analyzing interactions. Rather, Zenarate AI Coach takes a human-centered approach to solving high-value business problems. ERC’s AI Coach is patient and unbiased, working 24/7 creating top performing agents through intelligent conversation simulation. ERC develops top performing customer-facing teams in three simple steps:
Teammates engage with their personal AI Coach on high impact voice & chat scenarios they will face with live customers.
Teammates master your Best & Required Practices with their personal Zenarate AI Coach simulating a customer while providing real-time feedback.
Your Zenarate AI Coach provides a Simulation Scorecard certifying teammates who have mastered your best methods and are ready to engage with live customers as top performers.