Call Center Solutions
Documented Call Center Results
- 50% Reduction in New Hire Attrition Rates
- 33% Reduction in the Time Required for New Hires to Reach Full Productivity
- 90% Increase in Sales of Target Products and Solutions
With the BrainX Personalized Learning System you can:
Create training content that the system personalizes to the needs of each learner
Provide verbal skills training in real-world verbal response simulations
Insure that managers provide effective coaching
Unlike traditional Learning Management Systems (LMS), BrainX is a Personalized Learning System (PLS) that offers highly customizable online training with personalized instruction and real-world simulations to dramatically increase Call Center performance.
Blue Pacific and Current Industry Trends
Blue Pacific is at the forefront of a call center industry trend that is working towards making better use of its best resource: people. The results are remarkable. Call Centers who made the fatal assumption that their staff was only capable of reading scripts are discovering that employees blossom when given the right training and the opportunity to excel. It turns out that when employees are asked to think on their feet and interact like real human beings, instead of being simply script readers, they produce better results. Not only do conversion rates and customer service rankings increase but so does job satisfaction. As a result, attrition rates fall in direct proportion to the workforce’s increased feelings of confidence and job mastery as they gain freedom from rigid scripts.
The Best Place to Start
Pick your most important performance metric – perhaps it is the conversion rate on inbound calls. Next compare your low, average and top performers against this metric. If the difference between Top and Average is greater than 10%, you have a huge opportunity in your hands. The same is true if the difference between average and low is greater than 10%. Next, calculate what would happen to profits if all your salespeople increase their performance on that key metric to where they were within 10% of the top performers.
One aspect of our comprehensive services involves closely analyzing calls to determine exactly what sets your top performers apart from the rest of your team. In general, the answer involves a combination of mental skills, sales skills, superior product knowledge and a few genius tricks that the top performers have invented along the way.
Identifying these specific items is difficult. For example, someone who is a great closer may not do anything noticeable different during the closing stage. The key might actually be what they do early on or in the middle of the conversation that eventually makes closing easier. Our proven analysis method is able to pinpoint subtle, yet meaningful differences, in execution strategies and identify and capture those genius tricks that the top performers have developed over the years.
The good news is that everything that makes a top performer a top performer is teachable and learnable. The Blue Pacific Training System can personally train everyone to think and act just like your current top performers while also providing them with extensive insider knowledge.
Admittedly, there are a few things that cannot be duplicated. Perhaps the top performer has a golden voice that lures in customers; however, these minor differences never account for more than a 10% difference. This is exactly why your first training performance goal should be to train everyone to think and act like your top performers.
We have a huge library of proven sales skills, mental toughness training and manager training content that we mold into custom courses for your company. For a complete listing of training topics, please click on the solutions tab and pick the type of selling you employ in do in your call center. For example, if you sell directly to consumers click the Business to Consumer (B to C) option from the Solutions drop down menu.
Call Center Case Studies
Large Insurance Call Center Increases Sales of Target Products by 90%
One of the largest call centers for selling insurance wanted to increase the percentage of customers who purchased packages of solutions as opposed to only one type of insurance.
The Blue Pacific Training Solution
Blue Pacific Training sent in a team of consultants who interviewed call center agents and listened to their calls. These experts were able to identify a list of knowledge and skills required to master the ability to sell packages. The Blue Pacific Training content creation team created an assessment for the system to use to determine what knowledge and skills each rep already knew and to create a gap list of what they still needed to learn. They also created a set of training and practice content for each item on the master list of knowledge and skills.
The Intelligent Blue Pacific Training system used the assessment to build a gap list for each sales rep and then used the gap list and the content to build a personal course of instruction for each sales representative. Finally the system converted the personalized courses into a set of 10 to 15 minute Personal Daily Learning Workouts that each rep completed at the start of their shifts.
The result was a 90% increase in the percentage of sales that included packages.
Audi, Hyundai and GM (China) - Retail Sales & Service Reps
These automotive retail and manufacturing companies are faced with meeting the fast-growing demand in the competitive Chinese marketplace. They wanted to increase retail sales, as well as improve “upselling” and customer satisfaction in their automotive service divisions, but they were frustrated with traditional Learning Management System (LMS) training because it not been successful in producing measurable sustained increases in sales or service performance
Furthermore, their sales and service rep teams were comprised of a hugely diverse group of people, so they also needed a system that could mold the content and pace of training to a wide range of learners with different learning backgrounds, knowledge and experience. Their automotive customer satisfaction consulting partner, J.D. Power, spent 8 months evaluating and testing various learning systems, and they presented a solution powered by Blue Pacific Training.
The Blue Pacific Training Solution
Blue Pacific Training’s initial engagement involved building a pilot PLS loaded with “Power University” content and customized for Audi’s China division. The Audi pilot proved to be very successful and pilot systems were deployed for Hyundai and GM.
Charles Mills, VP Global Retail Practice for JD Power noted: “With Blue Pacific Training, our clients were able to quickly see measurable sustained increases in sales and service rep performance. Their teams didn’t have to waste time with material they were already competent in, but could learn new skills and product facts at their own rate, with ongoing improvement.”
JD Power also asked Blue Pacific Training to deliver a “Daily Workout”, which is 10-15 minutes of training activity pushed out to each rep every morning. The workout reinforced past learning, and taught reps new things while also getting them into the right mindset for the day.
Based on the pilot successes, the clients reordered, and J.D. Power has plans to develop and release Blue Pacific Training-powered PLS training for additional global market clients and domestically as well.
Large Telecommunications Company – High Attrition Rate Reduced to Almost Zero
This company is highly rated as the “provide of choice” for data, voice, network and cloud solutions to many Fortune 500 companies. Creating a superior customer experience is a top priority for the company, so when their customer service team turnover rate for new hires measured at 35%, the director of training began looking for a solution.
She realized the traditional LMS training their team received was not adequately preparing them for what they experienced on customer phone calls, creating frustration for both the reps and the customers.
The Blue Pacific Training Solution
Working closely with the company to fully understand their business, processes, content and opportunities, Blue Pacific Training built a Personalized Learning System based on the company’s original content and delivered it to meet the individual training needs of each customer service rep.
The system offered not just the information, but the intense reinforcement the team needed to achieve mastery and build confidence. The system also delivered simulations that focused on the critical points in real calling situations to give each call center agent the opportunity to practice their verbal responses until they mastered both the response and their verbal tone and pacing. So, while training content remained the same, delivering it in Blue Pacific Training fortified both new and existing reps.
The training manager observed, “Reps were able to get on the phone, and instead of feeling overwhelmed, they thought ‘This is easier than I thought this was going to be.’ The results have been amazing – attrition in the first month has dropped to almost zero, and our team is more effective, since there’s less lag time due to constant turnover.”