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Higher Chat New-hire Training Throughput and Sooner Proficiency on Chat Concurrency Due to Duo Facilitator Structure

The Client

Top US Prepaid Debit Card Provider


  • 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%
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