Customer Story: Reducing Customer Support Training Time by 50%

Opportunity

A multinational technology company was looking to improve and scale their customer service training program in an effort to improve service and ability to scale. The program had experienced quick growth in the previous 12 months which required the customer service training team to adapt at a pace that led to a number of challenges. It was evident to the client that they would need to reduce onboarding and training time by up to 50% while improving customer engagement so they asked Loft9 to deliver a tailor made training and change management solution.

Approach

A 2016 Forrester report highlighted that increasingly “customers expect easy, effective customer service which build(s) positive emotional connections.” In an effort to drive affinity and connectedness, Loft9 worked closely with the client teams to apply lean process improvement methodology to analyze the end-to-end customer experience and map it back to the training experience. By doing so, Loft9 was able to pinpoint areas of opportunity in the training approach, bolster the program at key points, and prioritize how much time should be spent on each phase of the customer experience during training. We determined that in order to bring the teams up to speed more quickly, the training processes and content needed to be redeveloped to support varying learning styles and to provide the customer representatives with the information needed to provide an elevated customer experience.

Loft9 explored all areas of the client’s concerns by designing a model to address different learning styles and varying levels of experience. It was delivered in an active and dynamic atmosphere which included presentation, solo learning, role play, and mock cases. To ensure the success of training, Loft9 recommended a follow-up mentorship program which helped with new hire transitions, seasonal hires, and rapidly supported new product and geographic launches.

Loft9 worked closely with the client teams to apply lean process improvement methodology to analyze the end-to-end customer experience and map it back to the training experience.

        

Success

%

Reduction in Training Time

The process improvements Loft9 identified became the foundation for new training model, then by applying Loft9’s proven change management framework we successfully implemented the new program, quickly expanding to serve the needs of global support teams. By reducing training time, the client was able to successfully ramp up their team with a 50% reduction in time. By improving the training model, the client’s teams became more knowledgeable and trained with hands-on experience to feel more competent to support any range of customer concerns resulting in an elevated, more engaging customer experience.