TrainingPros, in collaboration with a leading IT services company, has been awarded the 2023 Brandon Hall Group Silver Award for Best Results of a Learning Program. This award recognizes the outstanding partnership between the two organizations in developing a customer service and sales program that delivered measurable improvements in customer retention, sales performance, and customer satisfaction.

Executive Summary

In response to a shift in the competitive landscape and a decline in market share, a leading IT services company partnered with TrainingPros to revamp its customer service and sales capabilities. As customer needs grew more complex, the company recognized the importance of upskilling its global support teams to meet these new demands. Together with TrainingPros, they launched a comprehensive learning program to enhance the technical and sales expertise of over 3,200 global agents, significantly improving key business outcomes. This collaborative effort culminated in the joint receipt of the prestigious Brandon Hall Silver Award.

The Challenge

The IT services company had long supported its customers with a robust platform for hosting and website development tools, but data showed that customer retention was dropping significantly after the three-year mark. Customers cited inadequate support, particularly for more complex inquiries, as one of the key reasons for leaving the platform.

In response, the company conducted an in-depth analysis and identified several factors contributing to customer attrition. 

The analysis showed that the support teams were not adequately equipped to handle the advanced troubleshooting and individualized support customers required. This highlighted a pressing need for a comprehensive learning program to upskill the entire support team, improve customer interactions, and reduce customer churn.

The Solution

To address these challenges, TrainingPros and the IT services company developed a comprehensive learning program aimed at improving four key performance metrics: 

• Customer Net Promoter Score (NPS)
• Sales and Support Guide Confidence
• Average Handle Time (AHT)
• Repeat Contact Rate

The program was aligned with the company’s strategic goal of improving customer retention by providing world-class customer service and technical support.

Key elements of the learning program included:

• Five eLearning courses: Covering foundational knowledge for customer service, technical support, and sales for the platform.
• Four Virtual Instructor-Led Training (VILT) workshops: Featuring interactive activities, job aids, and resources for facilitators and supervisors.
• A dynamic introductory video: Created to build excitement and awareness for the learning program in a fun, engaging format.
• LinkedIn Learning Certifications: Advanced agents were offered specialized technical certifications through LinkedIn Learning to further develop their troubleshooting skills.

The program was deployed to over 3,200 global agents, including offshore vendor teams, with tailored learning pathways for each role to address the specific knowledge gaps identified in the pre-assessment phase.

Design of the Program

To ensure the program was tailored to the diverse needs of the global support team, the company conducted a comprehensive pre-assessment, establishing four levels of support based on complexity and market requirements. These levels helped determine the specific training needs of each group, with more advanced guides receiving in-depth technical training and certifications.

The program design incorporated a range of learning modalities, including:

• Interactive simulations, role-plays, and knowledge checks to provide hands-on experience in solving complex customer issues.
• Job aids and facilitator guides to support VILT sessions and ensure knowledge retention.
• Custom learning paths to address the specific needs of new hires and experienced support guides.

The learning program was designed not only for immediate skills development but also to build long-term expertise across the organization.

Delivery of the Program

To create enthusiasm for the learning program, the company launched the initiative with an engaging “Sizzle” video modeled after a popular talk show format. This creative approach helped build interest and excitement around the training, ensuring high levels of participation from the start.

The courses were deployed through the company’s LMS, with support from a Train-the-Trainer approach to prepare facilitators and supervisors to lead VILT sessions. This approach allowed for consistent delivery across global teams while providing opportunities for interaction and real-time feedback.

Measurable Benefits

The learning program exceeded expectations and delivered measurable improvements across all key performance metrics:

• Customer Net Promoter Score (NPS): Increased by 13 points, from 69 to 82 by the end of 2022.
• Sales and Support Guide Confidence: Improved by 0.4 points, the highest gain across the company’s 56-product portfolio.
• Average Handle Time (AHT): Decreased by 30 seconds, reducing the average time to resolve customer issues while adding new responsibilities for support guides.
• Repeat Contact Rate: Improved, dropping from 45.4% to 41.2%, indicating better first-contact resolution.

These improvements demonstrated the program’s effectiveness in upskilling support teams, improving customer satisfaction, and contributing to the company’s overall strategic goals.