“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 Challenge
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.
Key Results
Leading BPO now coaches their employees to perform their best by leveraging AI Coach from Zenarate.
- Immediate lift in dollars collected
- Higher employee satisfaction scores
- Reduced 30-60 day nesting and floor attrition
The Solution
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
- 56% average faster speed to proficiency
- 22% average conversion rate lift
- 33% average QA & Compliance score improvement
- 32% average reduction in employee attrition
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.
“Our leadership has a significant investment
and belief in strength of learning and
development. Our Zenarate AI Coach
allows us to deliver targeted coaching and
create confident employees. We believe
that confident employees create exceptional
customer experiences and that
reflects in our customer experience
scores.”
Shantel
VP of Talent Development
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:
Engage
Teammates engage with their personal AI Coach on high impact voice & chat scenarios they will face with live customers.
Master
Teammates master your Best & Required Practices with their personal AI Coach providing real time feedback.
Perform
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.
AI Coach Helps ERC Create Top Performers
When the BPO’s customer facing recovery teams begin training, they are introduced to AI Coach as a vital part of their skill mastery program. The BPO investigated other solutions, but none met their needs like Zenarate.
Zenarate provided their human centered AI, contact center expertise, and a light-lift fast stand-up model allowing trainers and managers to focus on creating top performing customer facing teams. Trainers quickly design high impact call scenarios, agents master call scenario best & required practices enjoying their AI Coach conversation simulation experience, and managers easily identify agent readiness through their Simulation Scorecard and immersion call listening.
Trainers were quickly adopting AI Coach because it, “challenged their classes and made their agents more efficient on the phones. It really allows the new hire agent to get their call flow down, to get their verbiage down, and to understand the best practice call model,” says Shantel. Their business saw a material performance lift after their first pilot.
Zenarate AI Coach quickly became more that a training solution; it turned into an integral part of employee experience and retention. The recovery teams have seen an immediate lift in dollars collected and employee satisfaction. And trainers saw an immediate impact to agent confidence, which transfered to a reduciton in both new hire and 30/60-day attrition.
“Our CEO started as an agent so he completely understands the power of coaching and the impact it has on our business. Zenarate AI Coach allows us to do targeted coaching early on and through the floor, making a huge difference.”
Shantel
VP of Talent Development
Just Getting Started – BPO is Expanding AI Coach Across Verticals
The enterprise BPO is expanding their AI Coach to other verticals and seeing similar outcomes. “We have seen such a lift on our recovery side that we’re implementing Zenarate with other key client use cases. One of them is in the Telecom space. Some of those interactions can be difficult calls, like if my cable or my cell phone has been disconnected,” says Shantel.
Zenarate Creating Top Performing New Hires & Tenured Agents
Zenarate is industry and use case agnostic, creating top performing new hires before their first call, and helping tenured agents close proficiency gaps and master new skills.
Zenarate AI Coach Selling Point
Zenarate is now a leading selling point for the BPO when they pitch new clients. Incorporating artificial intelligence into agent learning is a huge win in their prospective clients’ eyes. “They look at us and say, wow this company can quickly produce top quality agents for us,” Shantel.
“I will tell you that in my years of call center experience, I haven't had a company invest in human centered AI, so I would say that it is unique. I think Zenarate’s AI Coach is something that more BPOs will start to turn to, in order to enhance their own training and improve their metrics.”
Shantel
VP of Talent Development
