One telecommunications company has been rocking
their competition with innovation and creativity in
their operations and customer experience. Until
recently, their customer service was powered by
agent scripting, with links out to knowledge base
articles and flowchart diagrams. Over time, this
system became difficult to update, the processes
became fragmented, and agents found it difficult to
navigate.
Knowing that their current system was holding them back from delivering even better
customer service, the operations team considered ProcedureFlow and selected it based
on its ease of creating centralized, logical and easy to follow processes. That, and the fact
that process creation time was 40% faster with ProcedureFlow over their previous agent
scripting tool.
Their agents love how quickly ProcedureFlow
loads, how easy it is to follow and navigate, and
the clean look of the user interface. Compared
with agent scripting, which only moves
forward and gives too little information on
each screen, ProcedureFlow provides detailed,
easy to follow step-by-step instructions, and
users can navigate backward and forward
as needed. On launch day, a collective cheer
rose from the team leads and trainers when
they learned they could click the ‘back’ button
on their browser without having to worry
about the system disconnecting!
Additionally, with some adjustments to the training program and the use of ProcedureFlow, tenured agents saw a 12% decrease in average handle time! This speaks to the incredible impact of turning standard operating procedures into visual,
logical and easy to follow flows. ProcedureFlow also makes it easy for users, team leads and
trainers to provide feedback in real time. This has resulted in greater consistency, increased
knowledge sharing and shared best practices.