Background
A financial software company develops accounting products for individuals and corporations. To provide high-quality and comprehensive customer service across seven product lines, the company partners with several customer experience management companies that specialize in call center operations.
In a previous project, Keyrus built a dashboard to automate customer service performance and management scoring of the partner companies.
They also asked us to build a dashboard for their Learning & Development (L&D) group that tracks the training and performance of customer service representatives as they progress through training.
Challenge
The Learning & Development group was looking to combine two different data sets:
Training data from their internal learning management system (Litmos)
Call handling data
L&D group stakeholders had to painstakingly navigate these separate data sets. Conducting analyses was complex and time-consuming because of the scope of data - each individual product line has its own specific training modules.
Training Data
At the initial phase of a customer service representative’s training, he or she is called a Learner. All initial coursework corresponds to a specific product line of the software company. The Learner is to complete this training before becoming an Expert and taking calls.
This initial phase of training is led by a Facilitator. Facilitators are responsible for overseeing their Learners' training and ensuring they are prepared to handle calls once this phase is complete.
Call Handling Data
After a nesting stage, Learners begin handling calls for the product lines they’ve been trained in. As Learners take more calls, their call handling data determines whether or not they become Experts.
Throughout an Expert’s tenure, Managers may assign additional training that Experts will complete to enhance skills or develop new ones.
With training data separate from call metrics data, it was very difficult for Facilitators, Managers, and stakeholders to know who is truly ready to talk to customers, who has opportunities within different product lines, and who is ready for growth or mobility.
Solution
Keyrus combined these two datasets into one dashboard, providing the L&D group with a 360-degree view of the Expert training experience so they can better allocate and determine customer service needs throughout the customer service lifecycle.
Using Qlik Sense, the organization’s BI tool of choice, Keyrus developed a comprehensive dashboard that measures all Experts’ training paths within each call center as well as the detailed data and KPIs that illustrate their call metrics.
Stakeholders can now track Experts through training and how it affects their performance. With an easy analysis of Experts’ speed to proficiency measured by specific KPIs, Managers can determine how to efficiently and successfully onboard new groups of customer service representatives.
With product line data cross-referenced with Expert training data, the L&D group can better allocate Experts to where they are most needed across all product lines. This allows stakeholders of the software company to best prepare for seasonal surges when their products are most used.
The L&D group can now also analyze which training modules are most effective in preparing Experts to take customer calls. Stakeholders of the software company can also do these analyses at the Expert, Manager, and Facilitator level, making it easier to identify areas to improve training material or training management.
Results
With a dashboard that combines both training and call handling data, Training Facilitators and Expert Managers can easily track the training path of Learners as they become Experts, identify gaps in training, determine growth opportunities for Experts, and consistently provide high-quality customer service.
Keyrus enabled L&D Managers and Facilitators to identify:
Experts who have completed training to take calls but haven’t taken the correct training for their product line
The performance of a new class of Experts’ performance during their first 50 calls
Experts’ performance after taking a new training
Experts who have not completed their training