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PAKRA Success Story starring

Chaya, the Chatty VP of Training

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Our Netpromoter score is high

because of our sales training, but the first

chat resolution score is

down, down, down

Our customers are reporting

low satisfaction in dealing with our customer-service agents via live chat …

Our average CSAT score is 49%. They are all blaming it on

training???

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There also seems to be a lack of consistency among our agents. Hmm! And then wait, there’s more. A long

average handle time for customer chats. What a mess!

And I have to train 500 new agents in the next five months because of ramp-up

for a new client. No vacation for me!

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Chatty_chaya:> (7:32 pm) Aargh! I can’t go

Galpal_42:> (7:33 pm) What do you mean – you can’t go? What happened?

Chatty_chaya:> (7:33 pm) I am telling you my friend… Our main client wants to ramp up. 500 agents I have to hire. How many trainers I have to retrain. Scores are down.

Galpal_42:> (7:34 pm) It can wait. Beaches, pina colada, cosmo – think what you will miss Yaar!

Chatty_chaya:> (7:35 pm) If I wait, the client will not, they will give our work to the vultures waiting at the door

Galpal_42:> (7:35 pm) What are you saying? What vultures?

Chatty_chaya:> (7:36 pm) Competitors! Go have a good time. Next time!

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In charge of the outsourced customer-contact center for a large telecom client company and

trying to transition to more chat-based support, Chaya has a big challenge:

the challenge

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Now other clients are requesting Chaya to lead their ramp-ups, and her Operations VP is pleased with reduced Ops-Margins

the PAKRA® solutions

Chaya deployed highly engaging and immersive PAKRA® Games to: • Prepare agents for successfully dealing with customers via any mode of communication, with a special concentration on concurrent chat interactions • Teach agents active reading and comprehension skills • Have trainers do targeted training based on learners needs • Reduce 6 weeks of on-the-job training to 1 week of practice

Chaya used the PAKRA® Console and PAKRA® Analytics to: • Manage agents’ learning and training assignments • Track real-work performance metrics • Monitor trainers and team leaders coaching and training activities

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By implementing PAKRA’s custom solutions created for the contact center, Chaya’s customer service agents: • Increased CSAT scores from 49% to 76% • Decreased average handle time from 17.5 minutes to 14.3 minutes

the results

PAKRA Games are fun!

PAKRA Games seemed so real. It was just like chatting with our clients! 

Customers aren’t typing their messages in all caps anymore!

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Chatty_chaya:> (10:52 pm) How are you Mr. Gupta? Are you calling from the Maldives?

Ops_007:> (10:52 pm) Yes! Chaya. I hear that our client is thrilled.

Chatty_chaya:> (10:53pm) Agents are happier, more prepared and doing a better job, which directly led to more satisfied customers … And our trainers were able to ramp up our new hires using PAKRA

Ops_007:> (10:53 pm) I heard also Ms. Mukherjee that the client is expanding the contract to social channels. Can PAKRA help?

Chatty_chaya:> (10:54 pm) Well! I will ask them. But this is good. Btw: I have to take vacation before any more expansion happens –hope that’s ok with you Mr. Gupta.

Ops_007:> (10:55 pm) When are you taking vacation?

Chatty_chaya:> (10:55 pm) Very soon. Beaches beckon!

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Create your own Success Story

Contact PAKRA®

•  Implement optimized customer-service processes •  Hire, train and retain your agents effectively and

efficiently

I CRUSHED my competition.

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