Decreasing average handle time by 12% for tenured employees

Fragmented knowledge and processes

In a highly competitive industry, the battle for customers’ hearts is fought with new technology, special features and great pricing. However, the ultimate weapon is outstanding customer service. The best way to deliver this is by arming agents with great performance support and knowledge management tools.

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.

• Difficult system to update
• Processes became fragmented
• Difficult for agents to navigate system
• Old systems impacting customer service
• Can only move in one direction

Improving agent and customer experience

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!

• Cloud-based software
• Visually mapping out processes
• Following hyperlinked flowcharts
• Creating processes in collaboration
• Detailed step by step instructions

The impact of procedural knowledge management

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.

• 12% shorter AHT of senior agents
• Simple and intuitive navigation
• Ability to provide feedback in real time
• 40% faster process creation
• Increased knowledge sharing