Client Success Story: Achievements and Results
Speed to Proficiency
Customer Satisfaction
Service Level
Attrition Rate
Increasing training speed to proficiency from 12 weeks to 4 weeks. By hiring the right people, developing interactive exercise and an engaging learning environment.
Customer Satisfaction (CSAT) scores with current provider had CSAT of sub 85%, incubator results have stayed above 94% since the incubator set sail.
We achieved a service level of 99% on a goal of 80%, while the outsourcer was achieving 35%. We hit this goal within 2 weeks of go live and have maintained.
Current provider for this client loses an average of 4.45 agents per week while the Incubator loses 0.36. They had annualized attrition of 180% while Incubator achieved 28% annualized attrition.
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