Upskilling Boosts CSAT and NPS, while Decreasing AHT for a Financial Services CompanyBack
The client was adding PayPal prepaid credit cards to its portfolio. The client’s in-house team developed a training agenda focused primarily on program features and the differences between PayPal Prepaid credit cards and standard credit card. Inspiro reviewed the client’s upskilling and refresher agendas and recommended a five-day agenda to cover additional simulation along with hands-on activities. The team began this activity in April 2015 and continued throughout the year.