Upskilling Boosts CSAT and NPS, while Decreasing AHT for a Financial Services Company

Inspiro

Upskilling Boosts CSAT and NPS, while Decreasing AHT for a Financial Services Company

Upskilling Boosts CSAT and NPS, while Decreasing AHT for a Financial Services Company

The client is a leading US-based provider of reloadable prepaid cards and related financial services. They serve millions of underbanked consumers who do not have a traditional bank account.

CHALLENGE 

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. 

SOLUTION 

Screenshots of a sample account was used and learning was validated through an online assessment. After 90 days, the class was surveyed again. 71% felt that the number of lectures and activities was adequate for them to achieve the targets, while 25% responded that they needed additional exercises and drills to be more successful. 

Refresher courses were developed over the next two months that included use of PayPal Online Account Center Simulators, Activation/Registration, Linking, Funds Transfer, and PayPal Process Flow. The team developed suggested call scripts. 

RESULTS 

The upskilling produced substantial results. CSAT climbed from 61.5% in May 2015 to 80% in February 2016. Net Promoter Score steadily increased from -1% in May 2015 to a high of 34.2% in February 2016. While CSAT and NPS were increasing, Average Handle Time decreased from 7.84 minutes in May 2015 to six minutes in February. 

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