A leading US ISP provider uses Epiplex to enhance speed to proficiency by simplifying process complexities

Overview

A leading ISP provider, grappled with productivity challenges in their technical contact centers, impacting customer service, repair operations, staff onboarding, and high-ticket issue resolution, resulting in diminished customer satisfaction.

Challenge

Lack of practical hands-on product training
Restricted access to applications
Heavy reliance on in house SMEs and training experts
Poor CSAT for new hires
Insufficient ticket resolutions during OJT & first 90 days in production.

Solution

Deployed Epiplex for training & onboarding new hires, and customer support staff
Advanced simulation feature enabled drastic improvement in employee skills
Provided visibility into skill assessments with the targeted training approach
Decreased attrition rates while reducing reliance on SMEs & trainers

Outcome

25% of reduction in classroom training days (from 4 weeks to 3 weeks)
100% certification as compared to the baseline of 60% without Epiplex
With sufficient volume during OJT batch productivity and CSAT were at 1.31 and 5.50 respectively against the baseline of 1.24 and 4.65.

Elevating User Onboarding, Enhancing Customer Service: Your Path to Success!