Practicing Call Center Skills in a Safe Environment with an Interactive Conversation Simulator
Call Center Training
Challenge
Our client, a large financial services company, needed to increase customer satisfaction and call center agents’ knowledge of available credit card products. Taking agents off the phones for classroom training and role plays wasn’t a cost-effective solution. The company engaged SweetRush to create a simulated experience that would provide agents with a safe environment where they could learn and practice new skills.
Solution
Our training solution, a conversation simulator, blends a goal-based scenario with a branching social simulation. Agents choose their avatar/character and follow the storyline of an upset customer who has just received her credit card bill after traveling in Europe.
The customer’s satisfaction, which is tracked on a mood meter, either increases or decreases based on how agents decide to respond to her.
An email inbox provides expert advice, and a history feature allows agents to go back to previous decisions to change the course of events, driving them toward the end goal of a satisfied customer.
Results
Simulated conversations allow the agents to practice making decisions and responding to cues in real-world situations.
Feedback guides the agents’ responses, and branching demonstrates the impact of the their decisions.
The interactive conversation simulator has become a model for best practices in call center training—this “learn by doing” approach provides a safe practice environment.
