ScreenSteps Case Studies Revolutionizing Contact Center Training: A Case Study on Remote Learning

Edit This Case Study Record

	Revolutionizing Contact Center Training: A Case Study on Remote Learning ScreenSteps

Revolutionizing Contact Center Training: A Case Study on Remote Learning

ScreenSteps

Technology Category	Platform as a Service (PaaS) - Device Management Platforms Sensors - GPS
Applicable Industries	Education Healthcare & Hospitals
Applicable Functions	Maintenance Quality Assurance
Use Cases	Time Sensitive Networking Virtual Training
Services	Training
Challenge	The Fortune-500 medical device contact center was facing a significant challenge with its training strategy. The center, which assists patients and nurses experiencing difficulties with their medical devices, required its representatives to have a comprehensive understanding of complex processes and information. The existing training program was not only expensive but also time-consuming, requiring new hires to travel to a single location for six weeks of intensive training. The pressure to memorize complex procedures often left new hires physically ill due to the fear of making mistakes. Even after the training, it took representatives 12-18 months to achieve proficiency, with most still relying on supervisors for support on calls. Read More
About Customer	The customer in this case study is a Fortune-500 medical device contact center. The center provides assistance to patients and nurses who encounter difficulties while using their medical devices or have general inquiries about the devices. The center's representatives are tasked with troubleshooting alerts and alarms, a complex task that requires a high level of attention to detail and understanding of intricate processes. The center was previously using an expensive and time-consuming training strategy, which involved flying new hires to a single location for six weeks of intensive training. Read More
Solution	The contact center decided to overhaul its training strategy by partnering with ScreenSteps. They created a knowledge base, referred to as 'The Brain', which contained hundreds of troubleshooting guides and call flows. These guides were simplified and optimized for quick access during calls. The training program was restructured for virtual training, focusing on how to use 'The Brain' to find answers. The center also implemented a 'no advice' policy, encouraging representatives to refer to 'The Brain' for any queries. This new approach eliminated the need for representatives to memorize complex procedures, as the guides navigated them through the necessary steps for each call. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Device Management Platforms

Sensors - GPS

Applicable Industries

Education

Healthcare & Hospitals

Applicable Functions

Maintenance

Quality Assurance

Use Cases

Time Sensitive Networking

Virtual Training

Services

Training

Challenge

The Fortune-500 medical device contact center was facing a significant challenge with its training strategy. The center, which assists patients and nurses experiencing difficulties with their medical devices, required its representatives to have a comprehensive understanding of complex processes and information. The existing training program was not only expensive but also time-consuming, requiring new hires to travel to a single location for six weeks of intensive training. The pressure to memorize complex procedures often left new hires physically ill due to the fear of making mistakes. Even after the training, it took representatives 12-18 months to achieve proficiency, with most still relying on supervisors for support on calls.

About Customer

The customer in this case study is a Fortune-500 medical device contact center. The center provides assistance to patients and nurses who encounter difficulties while using their medical devices or have general inquiries about the devices. The center's representatives are tasked with troubleshooting alerts and alarms, a complex task that requires a high level of attention to detail and understanding of intricate processes. The center was previously using an expensive and time-consuming training strategy, which involved flying new hires to a single location for six weeks of intensive training.

Solution

The contact center decided to overhaul its training strategy by partnering with ScreenSteps. They created a knowledge base, referred to as 'The Brain', which contained hundreds of troubleshooting guides and call flows. These guides were simplified and optimized for quick access during calls. The training program was restructured for virtual training, focusing on how to use 'The Brain' to find answers. The center also implemented a 'no advice' policy, encouraging representatives to refer to 'The Brain' for any queries. This new approach eliminated the need for representatives to memorize complex procedures, as the guides navigated them through the necessary steps for each call.

Impact #1	The implementation of 'The Brain' and the shift to remote training has revolutionized the contact center's operations. The new training strategy has not only significantly reduced costs but also improved the efficiency of the training process. Representatives no longer need to memorize complex procedures, reducing stress and improving their overall well-being. The 'no advice' policy has fostered a culture of self-reliance and consistency in call handling. The use of standardized guides has eliminated variability in troubleshooting, resulting in better risk compliance and performance. Furthermore, the center has seen an improvement in the quality of calls handled by representatives, leading to enhanced customer service.

Impact #1

The implementation of 'The Brain' and the shift to remote training has revolutionized the contact center's operations. The new training strategy has not only significantly reduced costs but also improved the efficiency of the training process. Representatives no longer need to memorize complex procedures, reducing stress and improving their overall well-being. The 'no advice' policy has fostered a culture of self-reliance and consistency in call handling. The use of standardized guides has eliminated variability in troubleshooting, resulting in better risk compliance and performance. Furthermore, the center has seen an improvement in the quality of calls handled by representatives, leading to enhanced customer service.

Benefit #1	An 85% reduction in the contact center’s training budget
Benefit #2	75% faster training time, with representatives achieving proficiency right after their six-week training
Benefit #3	Elimination of variability in call handling, leading to better risk compliance and performance

Benefit #1

An 85% reduction in the contact center’s training budget

Benefit #2

75% faster training time, with representatives achieving proficiency right after their six-week training

Benefit #3

Elimination of variability in call handling, leading to better risk compliance and performance

Download PDF Version

Overview

Revolutionizing Contact Center Training: A Case Study on Remote Learning

Operational Impact

Quantitative Benefit