Need
"We want to improve our inquiry accuracy, single contact resolution, and repeat calls so that we will ultimately improve customer and employee satisfaction. And we must sustain and continue to improve results over time."

Solution
Ulysses Learning's CallMentor® Learning and Performance Improvement System with ServiceMentor® and CoachingMentor® for Service.

Results (averaged across 5 sites)
• Inquiry accuracy improved by 6.7%
• Repeat calls decreased by 48.4%
• Single contact resolution went up by 6.1%
• Overall customer satisfaction increased by 10%

Factors contributing to success
• Well-orchestrated CallMentor implementation plan and approach, which included:
• A multifaceted employee communication strategy executed before and during training, as well as on an ongoing basis after training
• The ongoing use of CallMentor to develop further and reinforce skills
• The clear definition and accountability of coaching roles and responsibilities
• The development of a balanced set of performance metrics including customer-, employee- and business-focused measures and goals.

If you want to learn more details about this and other client implementations, please contact us.