Mutual of Omaha Reduced Time to Proficiency by 50%​

The Challenge

The company faced intricate onboarding challenges. Their primary concern was to ensure that every agent had an equal opportunity to become not only competent but also confident and compliant when handling customer conversations. 
To meet this challenge, the company sought a solution that would help its agents gain familiarity with the intricate processes through realistic experiences. Simultaneously, they aimed to reduce compliance risk and the time required for agents to achieve proficiency, all while creating a secure environment for agents to practice and perfect complex customer interactions. The company also sought a mechanism for immediate and consistent scoring and feedback to facilitate continuous improvement.

The Solution

SymTrain presented an innovative solution to this organization’s onboarding challenges. By harnessing the capabilities of automated role-play, the company now had a mechanism to ensure every agent had equal access to realistic scenarios, which fostered faster skill achievement. The platform’s unique feature of immediate and consistent scoring, enabled agents to fine-tune their skills in real time, paving the path to outstanding customer service. SymTrain’s implementation not only changed the onboarding process but also ensured that every agent was fully equipped to provide exceptional customer experiences.

The Results

One of the most important achievements was observed during the very first day of training, where traditionally, it would consume a substantial 5-6 hours of the agent’s valuable time. With the seamless integration of SymTrain, the onboarding process was expertly streamlined, reducing Day 1 training duration to an efficient 2-3 hours. This substantial time savings marked a pivotal shift in the onboarding process, directly addressing the initial challenge faced by the company. 
The reduction in training time accounts to more than 60%, and not only contributed to a more efficient onboarding process but also to accelerated agent proficiency and readiness by 50%. By automating and optimizing the training process, SymTrain empowered agents to embark on their roles with greater competence, confidence, and compliance.