Over the past several years, the organization – and the entire energy industry – had been undergoing transformation, building a more reliable electrical system. And they began using information from this system to give customers more detailed information about their energy usage so they could conserve energy.
In 2007, Prime Therapeutics’ contact centers were faced with customer satisfaction scores that, though adequate, left room for improvement. They didn’t have a structured process in place that enabled agents to manage customer issues in a consistent way. And, they knew they needed to refine their coaching process to ensure that changes to the frontline were supported and sustainable.
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Customer satisfaction and loyalty are the cornerstones of the Bank of Montreal. The bank’s mission is to continuously and rigorously define new levels of customer service and excellence. To meet that corporate objective, BMO’s call center, known as Direct Bank, was looking to a launch a skills-based training program to deliver the desired client experience and achieve incremental closes. Plus, it wanted to enhance its coaching program to do so.
Wanting to improve the service it provided its customers, CenterPoint Energy confronted several challenges. Not only was the utility industry going through change, CenterPoint Energy encountered the advent of new technology, such as the Smart Grid, and rising customer expectations. Plus, it faced a cultural divide with two contact centers in Texas and Minnesota, along with two outsourced, third-party call center providers.
“I have realized the way I answer a call and the words I use can affect the way the whole call goes. Ulysses' training was not only useful, I now have the knowledge, skills and confidence to handle the toughest of calls. I truly enjoyed this training!”
“Our Member Satisfaction Surveys came back and we scored in the superior range for member satisfaction two years in a row! Clearly, we have made the call strategy part of our normal business. We owe much of the credit to your solutions and your team.”
“Between 2012 and 2015 we experienced a period of high growth in our membership base – upwards of 30%. We view Ulysses’ solution as playing a significant part in a cost-avoidance strategy that helped us grow to meet our members’ demand for our services, while improving our FCR and other efficiency measures. Most notable is that we accomplished this without large adds to staff.”
“We went from a situation where when someone came out of training it was painfully obvious to customers that they were interacting with a new CSR, to a situation where our members didn’t know the difference between someone who had walked out of training yesterday and somebody who had been doing the job for three years. The consistency in the level of professionalism was remarkable.”
“With Ulysses, we found a coaching practice that includes an ongoing cycle of call review, calibration, and feedback that enables continuous and ongoing improvement. ”
“Customers should be at the center of what we do. We could have spent a lot of time figuring out best practices by ourselves. Instead, we partnered with Ulysses Learning to determine what makes a good customer experience – and trained our employees to make that happen.”
“ServiceMentor gave our agents the structure they needed. This meant our customers could expect to receive the same level of service each time they called. After taking all of our agents through the training, the reaction – and outcome – has been extremely positive.”
"I'm all in when it comes to the Call Strategy. It is such a powerful tool when used effectively. What I love about coaching is that it allows me to "draw out" the innate behaviors of the Service Advocates and their leaders and align those relevant behaviors to the Call Strategy."
"Our program with Ulysses Learning wasn’t just about servicing calls, but how team leaders can effectively coach their associates. Anyone can roll out a program but if there isn’t a strategy that reinforces the training, then it’s just another program. Coaching is the key to sustaining our success."
“The difference over the past several months has been phenomenal. The coaching is now clear, and concise. Our advocates have responded very well to it.”
“We received some great feedback about the Ulysses Learning program. One of our customers said, ‘I called and expected to have to explain my situation to five people before I reached someone who could assist me. Instead, my rep NAILED IT! She listened closely and even repeated everything I said, so I knew she was listening and understood the issue. Every time I call MedSolutions, I am taken care of by such professionals.’ ”