The Client
Top US Prepaid Debit Card Provider
Challenge
- Chat New-hires used to take 2-3 months to get comfortable with Chat Concurrency
- Chat New-hire classes were graduating at 80-85% Throughput
Solution & Execution
- 2 Trainers were invested for each New-hire class
- One Trainer focused on verbally teaching the product specific course content
- The other Trainer focused purely on manning a chat room to receive all running trainee queries on clarifications each had throughout the course.
- The constantly running chat sessions throughout the class conditioned the trainees to concurrently listen to the verbal lecturer and chat with the other trainer to get their class questions answered
Value Delivered
- Agent Chat Concurrency at a minimum of 2 was achieved as early as Nesting and training throughput increase from 80-85% to 89%
