A leading global healthcare organization, renowned for its innovative solutions and customer-centric approach, faced significant challenges in training its large team of 400+ customer service agents. With a training duration of over six weeks and no real-time environment to enhance agent skills, the organization sought a solution to reduce training time and improve key performance metrics such as Average Handle Time (AHT) and agent proficiency. SymTrain, an AI Coaching platform, was implemented to address these challenges. This case study explores the background, implementation, results, and future steps of SymTrain’s integration into the organization’s training process. 

Background & Pre-SymTrain Training Process 

Training Challenges: 

• Lengthy Training Duration: The organization’s training process spanned over six weeks, which was time-consuming and resource-intensive. 

• Lack of Real-Time Skill Enhancement: Agents lacked a simulated environment to practice and refine their skills, particularly in areas like AHT and proficiency. 

• Scalability Issues: With a large team of 400+ agents, the existing training model was not scalable or efficient. 

Pre-SymTrain Metrics: 

• Training success was measured primarily through qualitative feedback and basic proficiency assessments. 

• There was no structured system to track real-time performance improvements or skill development. 

Implementation & Experience 

Key Stakeholders:

The implementation involved collaboration with key stakeholders, including: 

1. A Learning & Development Technologist 

2. Trainers and CX Loyalty Representatives 

3. Training leads and managers 

Rollout Process: 

• SymTrain’s implementation began with T3 (Train-the-Trainer) sessions to familiarize the organization’s trainers with the platform. 

• Weekly calls (later transitioned to bi-weekly) were conducted to provide ongoing support and ensure smooth adoption. 

• The organization’s team quickly adapted to SymTrain, creating simulations independently and assigning them to agents. 

Integration into Workflow: 

• SymTrain was seamlessly integrated into the organization’s training workflow, allowing trainers to create customized simulations tailored to specific skill areas. 

• The platform’s user-friendly interface made it easy for trainers and agents to adopt and utilize effectively. 

Results & Impact 

Measurable Outcomes: 

• Reduction in Training Duration: SymTrain helped the organization significantly shorten its training timeline, allowing agents to focus more on customer excellence. 

• Improved AHT and Proficiency: Agents demonstrated measurable improvements in key performance metrics, including AHT and overall proficiency. 

• Scalability and Efficiency: The platform enabled the organization to train a large team more efficiently, reducing resource strain. 

Qualitative Feedback: 

• Trainers and agents found SymTrain to be highly user-friendly and effective in enhancing their skills. 

• The ability to create and customize simulations independently was particularly praised. 

Final Thoughts

SymTrain’s implementation at this leading healthcare organization has been a resounding success, addressing critical training challenges and delivering measurable improvements in agent performance. By reducing training duration, enhancing key metrics, and providing a scalable solution, SymTrain has become an integral part of the organization’s training strategy. This case study highlights the transformative impact of AI Coaching in the healthcare domain and sets a strong precedent for future collaborations.