Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality.
And do it all in 120 days.
One hundred and twenty days later they had a perfect switchover with no negative customer impact.
Service levels were at 90% and quality scores were at 98%.
Customers said that the new contact center offered the best support they had ever received from Baxter.
How did they do it?
They looked at the challenge not as a training problem but as a Knowledge Operations problem (see graphic).
By focusing on moving from the Document stage to the Train stage on the Knowledge Ops Maturity Model they made it easy for agents to be knowledgeable, helpful, and efficient after just two weeks of training.
Key activities included:
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Doing a deep analysis of what agents would need to know and do when taking calls
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Creating digital guides in ScreenSteps to guide agents through each type of call they would encounter
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Decrease lecture time and increase time practicing using the digital guides
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Helped agents embrace a culture where they don’t work from memory, but instead offer the best service they can by relying on digital guides to help them be clear, consistent, and correct
The results have surpassed expectations and demonstrate what you can achieve when you consider contact center challenges through the lens of Knowledge Operations.
Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. He and Greg Devore of ScreenSteps recently facilitated a Town Hall to share with members this process change and success. As the RTS Operations Director (Contact Centers) for Baxter Healthcare Corporation, Jason oversees all aspects of global contact center operations (Tech Support).
For full access to this Town Hall recording and other past CCNG programs, please visit our BrightTalk channel – Contact Center and Customer Care Best Practices.
