{"id":8929,"date":"2019-05-29T20:06:29","date_gmt":"2019-05-29T20:06:29","guid":{"rendered":"http:\/\/cerebyte.com\/?page_id=8929"},"modified":"2019-06-04T21:39:46","modified_gmt":"2019-06-04T21:39:46","slug":"development-program-for-call-center-managers-delivers-big-roi","status":"publish","type":"page","link":"https:\/\/cerebyte.com\/customer-stories\/development-program-for-call-center-managers-delivers-big-roi\/","title":{"rendered":"Case Study: Call Center Managers"},"content":{"rendered":"\n\t
< VIEW ALL CUSTOMER STORIES<\/a><\/p>\n Case Study<\/p>\n An Indian company with many Customer Service Call Centers became concerned that artificial intelligence (AI) software would soon be able to replace many of its highly scripted Call Center functions. In order to avoid becoming obsolete, this company decided that everyone in its Call Centers, from senior managers to the people answering the phones, needed to find ways to connect better with the callers and to add more value. <\/p>\n The leadership team decided that the best way to drive both more customer-centricity and innovation was through a development program for their First-line Supervisors (FLS) who each led teams of 5-12 Customer Service Representatives. For these FLS, this would require significant changes in attitude and behaviors. Previously they had been evaluated for adherence to the scripts, number of calls processed and time on calls, all of which discouraged customer interaction and innovation. Now they had to think, act and lead their teams very differently \u2013 all without jeopardizing on-going productivity.<\/p>\n\t Through our Indian affiliate, Illuminos Consulting, this company brought in Cerebyte and its methodology to define and implement the best practices needed to evolve their Customer Service Call Centers to add significantly more value.<\/p>\n\t\t\t\t\n\t Quantitative Measures:<\/b><\/p>\n Return on investment was 1,000%<\/p>\n Qualitative Measures:<\/b><\/p>\n The company won The Brandon Hall Award as Best Unique and Innovative Talent Management Program in all of India for 2017.<\/p>\n\t Elevate your team to the excellence of your best performers with one-on-one mentorship anytime, anywhere.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tREQUEST A DEMO\n\t\t<\/a>\n < VIEW ALL CUSTOMER STORIES Development program for call center managers delivers big ROI Case Study Client: Customer Service Call Centers An Indian company with many Customer Service Call Centers became concerned that artificial intelligence (AI) software would soon be able to replace many of its highly scripted Call Center functions. In order to avoid…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":103,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"yoast_head":"\nDevelopment program for call center managers delivers big ROI<\/h2>\n
Client: Customer Service Call Centers<\/h3>\n\t
Capturing and sharing best practices to add more value<\/h3>\n
Building Best Practices for Adding Customer Service Value<\/h4>\n
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Launch<\/h4>\n
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Guided Application<\/h4>\n
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Game-changing ROI garners industry award<\/b><\/h3>\n
\n\t\tOur Clients\n\t<\/h2>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n","protected":false},"excerpt":{"rendered":"