http://www.impactlearning.com/

1. impact learning systems
SUCCESS CASES case #15
Increasing Customer Satisfaction and Reducing Call
Length
Situation
Microsoft was concerned with the customer support their customers
were receiving from the MSN division of the company. They asked
Impact Learning Systems to set up a structured training program for
their customer service and technical support professionals. The program
included certifying trainers at their outsourced call centers, monitoring
the performance of the trainers, and measuring the customer satisfaction
scores of the representatives.
Action Taken
Working with Microsoft, we developed a game plan to roll out training
to the technical support and customer service areas including their out-
sourced call centers. We held train-the-trainer workshops for their train-
ers as well as their outsourced call center trainers in both of our pro-
grams, Getting to the Heart of Customer Service™ and Getting to the Heart
of Technical Support™, in five locations throughout the country.
We also put into place our coaching program for team leaders, Making It
Happen™. This program enabled the company to establish performance
standards to evaluate the customer service skills of the representatives.
The trainer certification process included Impact Learning Systems co-
training the various programs with the trainers, then observing those
trainers delivering the program and providing feedback on their training
methods.
Results
A month after the training occurred at the first site, the following
results were posted:
• 10% increase in customer satisfaction scores
info@impactlearning.com
• 9% decrease in call length
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Toll Free: 800-545-9003 Two years after training was initiated, metrics were still improved in
www.impactlearning.com all areas.