ScreenSteps
Case Studies
B2B Technical Call Center Enhances Efficiency with ScreenSteps
Overview
B2B Technical Call Center Enhances Efficiency with ScreenStepsScreenSteps |
Sensors - GPS | |
Education | |
Time Sensitive Networking Virtual Training | |
Training | |
Operational Impact
The implementation of ScreenSteps resulted in significant operational improvements for the B2B tech call center. The software allowed the call center to manage its knowledge more effectively and respond to customers more efficiently. Agents could find guides quicker and follow them easier, leading to improved customer service. The software also facilitated feedback from technical agents, enabling the management team to update and create new knowledge articles based on this feedback. This feedback loop led to continuous improvement in the knowledge base. The software also significantly shortened the onboarding time for new technical agents and made it faster to onboard new clients and use new support models. This increased agility in working with customers. Overall, ScreenSteps saved supervisors time, enabling them to create guides that helped agents better take care of their clients and achieve better performance metrics. | |
Quantitative Benefit
Decreased training and agent proficiency time by up to 87% | |
Organized over 850 articles for roughly 400 customers in one location | |
Reduced the average call handling time from 20 minutes to 6 minutes for a large restaurant chain client | |