“Zenarate is an integral piece of our training program, allowing our team members the opportunity to hone their skills through AI.”
- VP of Talent Development
This BPO is an enterprise international provider of customer experiences solutions. The business offers a full service, end-to-end contact center solution across the customer journey. This BPO focuses on investing in technology that enables their team to provide exceptional customer experience rather than replicating contact center experiences of the past.
Industry: Business Process Outsourcing No. of Employees: 7,000
The enterprise BPO 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.
Leading BPO now coaches their employees to perform their best by leveraging AI Coach from Zenarate.
With Zenarate AI Coach, this BPO is using advanced conversation simulation creating winning 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 employee experience and retention. Recovery Services have seen an immediate lift in dollars collected and employee satisfaction. And trainers saw an immediate impact to agent confidence, which transferred to a reduction in both new hire and 30/60-day attrition.
Delivering 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, this BPO 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 in confidence and 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.
This BPO 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.
The VP Talent Development, Shantel, 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 they 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 solve high value business problems. Their AI Coach is patient and unbiased, working 24/7 creating top performing agents through intelligent conversation simulation. This industry leader creates winning 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 AI Coach providing real time feedback.
Your AI Coach provides a Simulation Scorecard certifying teammates who have mastered your best methods and are ready to hit the floor as top performers.