Inbound customer service calls for a retailer can be challenging. Customers expect quick, efficient solutions, and their issues can range from product inquiries and returns to billing problems and delivery issues. This variety requires reps to be knowledgeable across many topics while staying calm and helpful. High call volumes can lead to long wait times, frustrating customers and impacting CSAT scores. Balancing personalized service with efficiency is also tough, as agents must be empathetic yet time-conscious.

Challenge

A major retail chain faced declining CSAT scores from inbound customer service calls, highlighting challenges in effectively meeting customer needs. Additionally, average handle times were too long, further impacting the customer experience. The retailer needed to quickly identify tools or training solutions that would help improve customer satisfaction while ensuring issues were resolved efficiently. The focus was on finding ways to address customer concerns promptly, with empathy and understanding, to restore strong customer satisfaction.

The Solution

Startek implemented SymTrain’s AI Coaching platform to address these challenges. The platform allowed managers to analyze customer interactions and identify agent deficiencies across various types of calls and inquiries. Based on these insights, managers could recommend targeted coaching exercises to help agents better understand customer issues, respond with empathy, and resolve problems more efficiently. The effectiveness of these coaching actions was then validated through individual agent performance. As agents applied the solutions more frequently, ongoing feedback and learnings created a continuous coaching cycle, driving sustained improvement.

The Outcome

After 4 weeks of agents using SymTrain’s AI Coaching, the retailer saw their AHT decrease by 18%. Also, SymTrain helped them to exceed the client’s goal of an 85% CSAT score.