Top 10 U.S. Financial Institution Achieves Higher CSAT Scores, Lower Cost, Better Call Quality and Compliance with Zenarate AI Coach
"With our AI Coach agents are more prepared, productive, and confident.”
- Global Operations Leader
Headquartered in the U.S., the Top 10 Financial Institution has a global presence with on and off-shore call center locations around the world where agents handle a variety of highly-regulated and challenging call types.
Headquartered: United Sates
Industry: Financial Services
No. of Employees: +10,000
The FI was spending significant time and money hiring and training agents only to have many leave in the first 6 months. For agents who stayed, it took 6 to 9 months to become proficient. Once on the floor, it was difficult to deliver the ongoing training necessary to address constant change and create top performing agents. The company's Global Operations Leader was tasked with preparing thousands of call center agents for success in this complex environment.
The top FI now coaches their employees to perform their best by leveraging AI Coach from Zenarate.
With Zenarate AI Coach, With Zenarate AI Coach, the FI uses AI Conversation Simulation to develop prepared new hire agents and close underperforming agent skill gaps. Agents master real scenarios they encounter with customers and trainers can easily track their teams’ performance and mastery of best and required practices.
Similar Companies Experience Proven Outcomes
Zenarate allowed agents in learning, whether new hires or tenured agents closing skill gaps, are immersed in real-life call simulation to master high impact topics they will face with live customers. Each agent has their personal AI Coach who simulates live customers on any topic and provides in-the-moment feedback if the agent doesn’t use best practices or meet compliance requirements.
The Decades Old Call Center Problem
The Global Operations Leader faced the same problem financial institutions have faced for years - how to prepare entry level agents to succeed in complex jobs with limited training & coaching time. And the problem is only getting harder with automation handling the simple customer inquiries leaving agents with the toughest problems to solve. “I’ve managed Global Operations with 3,500+ agents for several years and the agent job is only getting tougher” says the Global Operations Leader.
New hires have just a few weeks to learn complex job requirements before hitting the floor. Once on the floor, busy front-line managers coach a small percentage of agent calls. And trainers find it difficult to take agents off the floor making it near impossible to deliver the ongoing development necessary to address constant change and create top performing agents.
Active Learning Solution
Over the years the Global Operations Leader looked for better ways to help agents get better. “We always knew the power of active learning to prepare agents for success. We had an agent role play program however we found person-to- person role play inefficient and challenging to measure skill mastery and assess floor readiness."
The FI's Global Operations Leader heard about Zenarate and requested a demo. “Zenarate’s AI Coach demo knocked our socks off. We didn’t know AI powered immersive learning existed.” Agents in learning, whether new hires or tenured agents closing skill gaps, are immersed in real-life call simulation to master high impact topics they will face with live customers. Each agent has their personal AI Coach who simulates live customers on any topic and provides in-the-moment feedback if the agent doesn’t use best practices or meet compliance requirements. After conquering each topic, agents graduate to the Master Story where their AI Coach presents them with random challenging real-life customer scenarios forcing them to think on their feet. Their AI Coach scores each simulation producing a Simulation Scorecard certifying agents for the floor.
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.