City Trains Municipal Call Center Reps

Customer Service Learning

  • Headquarters: California
  • Industry: Customer Call Center
  • Customer base: over 80,000 households
  • Detailed codes to memorize, but low initiative and morale
  • Critical information and skills not being measurably retained
  • Call center manager resists the idea of “interruptive” training
  • Ringorang delivers measurable info retention, and increased morale
  • For six months, Ringorang delivers 5 Qs/day, 4 days/week
  • Set Goal: Prove by data and by employee feedback that the format is effective
  • Average Loss of recall on the subject matter was reduced by 41%
  • Achieved 115% information retention score (100% retention + 15% increase)
  • Engagement with curriculum lifted from 44% to 90% during 6 month period
  • Employees tested out at 90% accuracy on average across all subjects
  • Management and employees confirmed that Ringorang was fun and effective

Customer Service Learning

A California city of 200,000 residents needs to keep its call center reps compliant, effective, and motivated in the face of recent layoffs and daily complaints from callers.

Challenges

Billing codes have to be memorized.  Customer privacy must be protected.  But it’s not just a memorization exercise, it requires a willingness to remember and repeat properly.  This was a challenging environment with reduced budgets, layoffs, and a labor-union workforce in this call center. Tensions were running high and morale was not. The call center manager needed a training solution that would not require isolating any of her thinning workforce or take up precious time. Ringorang presented an opportunity to train without stealing time from workers on the clock.  However, the spontaneous delivery of questions through this gamified format still seemed interruptive and couterproductive to a CSR’s routine…

Requirements

Run weekly Ringorang contests through an app downloaded to CSR’s computers. Do not require that Qs be answered when delivered live, but enable them to be answered when it is convenient. The goals of the six-month program were as follows:

  1. Ensure compliance in three critical subjects which were core to each CSR’s job
  2. Prove efficacy of the Ringorang tool in maintaining retention within this unique environment
  3. Boost morale by making the experience fun and competitive

Solutions

Ringorang® offered an opportunity to lock in critical knowledge and skills, while boosting the morale of the workplace with “social” energy.  The program provided the center manager with a cost-efficient training and reinforcement tool that wouldn’t further frustrate employees. The aim was to spend six months driving up engagement and measurable education in a way that this overburdened workforce would embrace. Six months of training and reinforcement — at five Qs delivered daily, four days per week — with each Q taking only 30 seconds at a time. Employees are grouped into teams and encouraged by team captains to improve performance.

Benefits

Teams created posters and put them up in the break room to encourage their own teams. Employees confirmed that the format was not distracting but, in fact, motivating. Plus, the Frequencing of the curriculum delivery compelled interactions from CSRs in between calls and other duties without interference of normal workflow. The key benefits derived are as follows:

  • Average Loss of recall on the subject matter was reduced by 41%
  • Achieved 115% information retention score (100% retention + 15% increase)
  • Engagement with curriculum lifted from 44% to 90% during 6-month period
  • Employees tested out at 90% accuracy on average across all subjects
  • Management and employees confirmed that Ringorang was fun and effective

Click Here to view a whitepaper from another utility workforce training program by Ringorang.

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