During seasonal peaks, the retailer was wasting time and money due to inefficient training processes, resulting in insufficient customer service. Sitel Group partnered with the client to enhance processes and implement technology enhancements to reduce service costs and improve customer experience.
Sitel’s plan utilized a combination of training, technology and process capabilities – custom-designed based on our knowledge of the retailer’s business. Sitel Group partnered with Learning Tribes to implement a faster, more efficient training program for the retailer’s seasonal associates which resulted in improved customer and business results as well as reduced costs.
Achieved $1M savings annually
Reduced training time by 20% while improving learning curve
Improved quality and customer satisfaction
Advanced processes and business information driving improved decision making