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VXI Global Solutions - Best Use of Technology in Customer Service

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: VXI Global Solutions, Los Angeles, CA
Company Description: With more than 28,000 employees across 42 delivery centers, VXI Global Solutions is a leader in customer experience management. Established in 1998, the company delivers business services and technology solutions tailored for clients to deliver superior customer experience (CX). VXI has a diverse workforce working in centers in North and Latin America, Caribbean, Europe and Asia Pacific.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - All Other Industries

Nomination Title: Best Use of Technology in Customer Service- All Other Industries

Tell the story about how technology has improved your customer service initiatives since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Challenge:

As a customer experience company managing contact center operations since the last 20 years, it became evident that a highly trained and well coached workforce was the most fundamental and decisive factor in improving customer experience (CX).

The challenge was not to improve CX for a particular company, but for a big service economy we supported – several new economy Tech majors, FinTechs, Payment companies, biggest telecom, and media and content providers.

To drive an engaging and positive experience, changes were needed at a systemic level –train new staff to hone their skills and knowledge, and measure and coach them until performance curves move consistently upward.

Industry Solution:

This led to the ideation, development, testing, and formal integration of two most effective technology platforms:

1. Training SimulatorTM
2. Performance Pro 360TM

Training SimulatorTM is a purpose-built training platform used for new hires and tenured agents to get a scenario-based, hands-on experience with customer calls in a simulated environment. This approach ensures agents take their first “real” call with extensive confidence gained from handling common support issues in a virtual-reality mode. In essence, the new staff does not gain proficiency by practicing on customers, but in a simulated environment of the workflow.

The greater proficiency level of new agents enables them to get swiftly up to speed, deliver, and meet desired KPIs resulting in improved CSAT scores. The Training SimulatorTM has been successfully utilized to support several client programs across more than 20 locations in 5 countries. Appended below are the results achieved:

Client: Fortune 50 Media and Communications Company
-Results from first 90 days after launch of a new LOB in 2018
-~7% reduction in average handle time
-An increase of 10% in Voice of Customer (VOC) rating
-Sales target attained within first 30 days

Client: A Global Payments Co.; Pilot class 2018
-Results: 180 day period; Batch 2 outperformed Batch 1 (did not use the tool)
-Average handle time decreased by 30%
-Key Drive Index (CSAT) increased by ~6%

Commercial success:

Training SimulatorTM was in beta stages for a considerable time. However, in 2018, it was rolled out as an independent product. Our clients (a Fortune 25 Telecom Major and a Global Payments Co) bought several thousand licenses for internal deployment across their enterprise network. This is our biggest accomplishment as it not just created a new revenue stream, but was also an industry acceptance of our innovation efforts.

Performance Pro 360™ is an online coaching tool that consolidates agents’ performance data into actionable information to help supervisors coach based on trending issues, as well as assist agents identify improvement areas on an individual basis. Using this tool, supervisors are able to drill down on agents’ performance in hitting each KPI and collaborate with training and quality departments. Agents receive recommendations for new goals and methods to achieve them. The tool enables to electronically record coaching feedback (forms) and get an agent’s acceptance on the agreed course of action, thus leaving an electronic trail of past performance, agent behavior, and improvement plan. The platform is hosted in the cloud and can be accessed via computer and mobile devices, thus making it accessible during floor walks.

Client: Fortune 25 Telecom Co (till July 2018)
- 3.66% improvement in FCR (no repeat call from the same customer within 7 days)
- An increase of 6.14% in Voice of Customer (VOC)
- 22.69% decrease in transfers
- Agent Coaching Satisfaction rating improved from 4.5 to 4.92

The aforesaid tools are pivotal to the technology-enabled management of an agent’s performance lifecycle at VXI. These platforms help track and measure knowledge absorption, skill proficiency, response to coaching feedback, and overall outcomes in a unified, cohesive way to drive best results for our clients.