Scaling Agent Performance with SymTrain in the 1st 30 Days

A leading digital technology and customer experience services provider partnered with SymTrain to accelerate agent training and performance improvement. Within their first month, the company achieved outstanding engagement with the platform running 1,654 Syms and is now preparing to roll SymTrain out across additional lines of business (LOBs). 

The Challenge

The company faced three pressing issues: 

• Lengthy onboarding periods: New agents required an average of 8 weeks before reaching full productivity. 
• Inconsistent coaching: Manual coaching sessions were limited by supervisor availability.
• Scalability: Training methods weren’t flexible enough to accommodate multiple LOBs without stretching resources thin.

The leadership team needed a solution that could: 

• Shorten time-to-proficiency. 
• Provide consistent, high-quality coaching at scale.
• Offer actionable data on agent performance.

The company launched SymTrain with an initial focus on one LOB handling high-volume, complex customer interactions. 

• Custom Sim Creation: Designed 20 simulation scenarios mirroring real customer calls, complete with varying difficulty levels and branching responses. 
• Integration into Training Workflow: New hires began running 5–6 Syms per day during onboarding, while existing agents used them for skill refreshers.
• Performance Tracking: Supervisors used Sym Accuracy Scores to pinpoint specific skill gaps at the script-line level, allowing for targeted coaching.

In just 30 days: 

• 1,654 Syms completed across 45 agents. 
• Average Sym Accuracy Score increased from 72% to 86%.
• Onboarding time dropped from 7.5 weeks to 3.7 weeks.

The Results

The results exceeded expectations: 

• Improved Consistency: Every agent received the same high-quality training simulations, eliminating coaching variability. 
• Faster Ramp-Up: Time-to-proficiency reduced by 50%.
• Higher Engagement: Agents reported feeling more confident handling live calls after repeated simulation practice.
• Data-Driven Coaching: Supervisors were able to coach 35% more efficiently by focusing only on specific performance gaps.