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BPO - Software Training for Call Center Employees to Improve Customer Experience

Category:

Service Case Study

Industry:

BPO

Business Requirements

  • The client wanted to upskill their workforce on new software to avoid any disruption in service.  
  • They also wanted to automate the software training process to improve employee retention levels.

When they approached Tenneo (formerly G-Cube LMS) to find a digital learning solution, they had specific need

  • An agile & robust learning platform to enhance the competence of sales staff at the dealerships.
  • A learning solution which can be scalable, cloud-based, and gamification friendly to engage the learners.
  • Easy access to various formats of learning contents and a tracking mechanism for training delivery and outcome.
  • Ability to provide elearning and blended learning that makes workforce knowledge ready quickly with new products and features.

Challenges

  • The key challenge for the client was to deliver effective training on new or complex software at the point of need.  
  • Other challenges included: high employee attrition, frequent software updates, and operational shutdowns.

Our solution

  • Simplify tool was integrated with web applications to provide quick and effective understanding of new, as well as complex software applications used in the BPO industry. 
  • Personalized learning workflows upskilled the employees on new software, as they were working on the application hands on. 
  • Simplify generated automated reports which could be easily downloaded on the system.

Benefits

  • The robust Simplify tool helped to mitigate overall training costs and development time by 50%, without affecting the quality.
  • The tool was compatible with all web browsers, Firefox, Chrome, and IE; thereby ensuring seamless integration and exceptional learning experience for all. 
  • The Simplify tool also helped call center employees to learn by doing and seek step-by-step guidance; thus, reducing attrition rate in the BPO company

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