TrainingPros, in collaboration with a leading IT company, has been awarded the 2023 Brandon Hall Group Gold Award for Best Advance in Creating an Extended Enterprise Learning Program. This prestigious award highlights the successful development and implementation of a blended learning program that significantly enhanced the performance of the company’s global customer support teams, driving exceptional results in both customer satisfaction and revenue generation.

Executive Summary

In response to the shifting customer communication landscape caused by the COVID-19 pandemic, a leading IT company faced challenges in supporting its customers through asynchronous channels such as chat and messaging. Historically, customer support was primarily delivered via voice channels, and the transition to messaging-based interactions revealed significant skill gaps among the company’s global customer support teams.

Recognizing the need to upskill their offshore vendor partners, who provide customer service and technical support, the IT company partnered with TrainingPros to create a blended learning program. This program was designed to equip support agents with the knowledge and skills necessary to seamlessly transition from technical support to sales-focused conversations within the messaging environment. The partnership culminated in the successful launch of a transformative learning initiative that garnered the esteemed Gold Award.

The Challenge

As the IT company navigated the rapid increase in customer communication via chat and messaging during the pandemic, several key performance indicators began to suffer. Metrics such as Customer Net Promoter Score (NPS), Sales Conversion, Closed Conversations per Logged-in Hour (CCPLH), and Revenue per Guide were negatively impacted.

Upon closer analysis, the company discovered that its offshore vendor partners, responsible for providing technical support and driving sales, lacked the necessary skills to deliver the same level of service through messaging channels as they did via voice. Additionally, these support guides struggled to effectively transition conversations from troubleshooting to revenue-generating interactions.

The company’s goal was clear: to improve the customer experience through chat and messaging channels while increasing sales and revenue. To meet this objective, they collaborated with TrainingPros to design a blended learning program aimed at addressing these skill gaps and enhancing the capabilities of their global support teams.

The Solution

The blended learning program, developed by the IT company in partnership with TrainingPros, was designed to improve key metrics, including:

• Customer Net Promoter Score (NPS)
• Sales Conversion
• Closed Conversations per Logged-in Hour (CCPLH)
• Revenue per Guide per Day

This extended enterprise learning program focused on transitioning support agents from purely technical roles to becoming customer-focused sales professionals capable of delivering exceptional service while driving revenue.

Key elements of the program included:

• Virtual Instructor-Led Training (VILT): Eleven VILT sessions for supervisors and seven for support guides, designed to enhance their ability to engage customers via chat and messaging.
• eLearning Courses: Five highly interactive courses covering key areas such as customer tone, creating a virtual conversation agenda, and transitioning to sales conversations.
• Microlearning Videos: Four “TikTok”-style videos featuring real-life customer interaction scenarios to demonstrate and reinforce empathy and customer engagement.
• Train-the-Trainer Events: Sessions that equipped supervisors with the skills to facilitate workshops, coach their teams, and drive continuous improvement.
• Role Plays and 360-Degree Feedback: Opportunities for participants to practice skills in a safe environment and receive constructive feedback without impacting live customer interactions.

The program was deployed across a global network of support agents, including offshore vendor teams, to ensure the highest level of performance in customer support and sales conversion.

Design and Delivery of the Program

The blended learning program was carefully designed to meet the specific needs of the IT company’s offshore vendor partners. The program was culturally agnostic, ensuring it could be implemented across multiple regions and countries, and included tailored content to address the varying levels of expertise among the support guides.

The learning paths were divided between supervisors and support guides, with additional training provided to supervisors to enhance their ability to coach and mentor their teams. The phased implementation of the program allowed for gradual upskilling, while Train-the-Trainer sessions ensured consistency in delivery across the global teams.

Throughout the program, a variety of learning modalities were used, including interactive VILT sessions, eLearning courses, videos, and role plays. The program also included weekly calibration sessions where supervisors reviewed messaging transcripts to identify areas for improvement and to coach support agents on enhancing customer interactions.

Measurable Benefits

The blended learning program delivered significant measurable benefits for both the IT company and its offshore vendor partners:

• Customer Satisfaction: NPS increased by 1.47%, reflecting improved customer experiences in messaging interactions.
• Sales Conversion: Improved by 0.8%, demonstrating the program’s success in transitioning support agents to revenue-generating roles.
• Closed Conversations per Logged-in Hour (CCPLH): Increased by 0.18%, reflecting higher efficiency and productivity among support agents.
• Revenue per Guide per Day: Increased by $12.72, directly contributing to the company’s bottom line.

These results highlight the effectiveness of the program in meeting its primary goals: improving customer satisfaction and driving revenue through enhanced messaging support.