| Improving the Productivity and Perception of Overseas Workers. |
| The Issues |
- Only 70% of call center customers are satisfied with service
- Customers abandon up to 29% of calls without resolution
- Median First Call Resolution (FCR) rate is under 70%
- Caller satisfaction and FCR rates are closely linked
- Agent utilization is greater than 80%
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| Implementation |
- We begin by profiling your company's needs with your subject matter experts (SMEs).
- After meeting with your SMEs we will propose cost structure.
- Once the cost structure is agreed upon we will submit training proposal for your approval
- We will document all of your various processes on video and in presentation format.
- Portable green screens are available when background scenery changes are desired, facilitating virtual scenery or set changes.
- Upon completing a thorough documentation of your processes we will custom build a training program aimed specifically at meeting the needs of you business.
- Once the training program is completed to your satisfaction we will execute the training program.
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| Our Promise |
- Crossfire Labs will create an entertaining and educational custom training experience
- Crossfire Labs will create a more informed and motivated workforce
- Crossfire Labs will create a significant decrease in employee turnover
- Crossfire Labs will create a substantial improvement in overall center performance
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