A skilled and trained workforce is the cornerstone of every successful business. Companies are investing significant resources in training their workforce to meet the requirements and challenges prevailing in their work environment. However, training programs often struggle to achieve their objectives. They cannot add value to their workforce’s existing skill sets, resulting in a negligible measurable impact on the business performance of the training program. Only one-quarter of a recent McKinsey survey respondents said their training programs measurably improved business performance.1 Premier’s relentless pursuit of empowering teams through need-based training programs and its subsequent positive impact on the customer experience and client satisfaction are the measurable results of the training initiatives.
Premier is committed to inculcating a culture of learning and development within its employees. This culture instills the necessary skills and knowledge to excel at their jobs and be a source of learning for their peers. The blog will highlight how Premier achieved positive, quantifiable results by empowering its teams and stakeholders.
Client: Equipment Rental Company
The Challenge
The client, an equipment rental company, faced a high-pressure situation. Their entire operation hinged on obtaining an ISO certification within a tight timeframe. Missing this deadline could lead to a shutdown of critical services, impacting revenue and potentially jeopardizing their business.
The deadline to securing an ISO certification meant compressing months’ worth of training on complex regulations into mere weeks. Unfortunately, existing training materials were insufficient, leaving agents unprepared for the certification exams. To make matters worse, the initial training created an agent performance gap, potentially leading to exam failures and jeopardizing the entire certification process. This combination of time pressure, incomplete training, and a knowledge gap among agents threatened to put the client’s entire operation at a standstill, as these factors created a potentially catastrophic situation for the client. Not only could they face delays in operations, but a failed audit could result in significant financial losses and reputational damage.
The Solution
To navigate the challenges, Premier crafted a multi-pronged solution designed for speed, effectiveness, and knowledge retention. The strategic approach focused on prioritizing training modules that will be specifically designed considering the limited timeframe for the agents to pass the exams. This meant creating specific condensed modules rich in crucial information related to mandatory exams and ISO compliance. Trisha Angela Cuenco, a distinguished Training Specialist and Customer Experience leader, is a shining example of how Premier leverages top-notch training expertise to mold the team.
To address knowledge gaps due to incomplete training, struggling individuals would be provided focused support through personalized coaching to ensure they understand the essential concepts. Trisha created interactive training sessions incorporating activities, discussions, quizzes, and simulations to boost agent interest and facilitate knowledge retention—a crucial factor for exam success- to combat the void left by traditional virtual training modules.
The revised training program minimized the risk of agents failing the critical exams by focusing on essential knowledge and providing targeted support. The personalized approach for each agent boosted agent confidence by fostering a sense of preparedness and confidence.
The Results
The implemented solution achieved the required outcome of a successful ISO certification and yielded a positive and lasting impact for both the client and Premier. The successful ISO certification within the available timeframe prevented a potential shutdown of critical services and protected the client’s revenue and reputation.
Furthermore, Trisha’s personalized approach fostered a highly skilled and confident team equipped to deliver exceptional customer service beyond the audit. The increased knowledge and skills of the agents after the revised training were instrumental in bringing about an 85% increase for the client in the Net Promoter Score (NPS) within a month, helping to improve customer interactions significantly.
Premier’s Proven Strategy for CX Success
Premier’s dedication to excellence and innovation in CX has been recognized through numerous prestigious awards. The 2024 Titan Business Silver Award for Management Training highlights a commitment to exceeding client expectations and continuous improvement. Awards are a great validation, but client success and an overall 85.3% CSAT score are real testaments.
Learn what other leading companies have discovered about a better co-sourcing partner. Transforming business operations and recording measurable improvements in critical metrics solidify Premier’s position as an industry leader in transforming and elevating customer experience.
Contact us today to unlock the power of co-sourcing to deliver exceptional customer service and learn how our award-winning approach can transform your business.
