But another key part of Sprint’s success in improving critical measurements such as first call resolution of customer issues and calls per subscriber, has been the performance of its Care agents. The technology and training Sprint’s Care agents receive play a big role in Sprint’s industry-leading pace of customer service improvements. That’s the reason the company is partnering with Knowlagent, a leading provider of call center talent management solutions, to deploy technology that delivers training directly to call center agents’ desktops during periods of time when there is excess agent availability between calls.
Knowlagent’s technology, RightTime(TM), will not eliminate the traditional classroom training Sprint Care agents already receive, but rather it will find agent idle time to push out training sessions about Sprint’s new policies, programs and procedures. In addition, when agents need to take a course, they will receive a pop-up on their computer directing them to complete their assigned training. The goal is to ensure agents always have access to the training they need to continue improving interactions with Sprint customers.
"We know based on both external and internal surveys, as well as direct feedback from our customers, that our agents continue to get better in areas that are critical to our business, such as first call resolution and customer satisfaction," said Bob Johnson, Sprint’s Chief Service Officer. "What’s more, with Knowlagent’s state-of-the-art technology, we are able to quickly target any needed training or send important information alerts to both individual agents as well as specific groups. This dramatically improves the productivity of our agents and allows them to promptly receive the information and training they need in order to respond to and better serve our customers."
Since January, Sprint agents and supervisors have access to more than 120 courses and they have already completed more than 3,400 hours of training. The technology is currently being rolled out into Sprint call centers and deployment is expected to be completed by the summer.
"The deployment of Knowlagent’s automated training technology will help to ensure Sprint continues driving enhancements to its customer experience," said Matt McConnell, Knowlagent CEO. "They will be even better equipped to deliver consistent best-in-class service to their customers."
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel is widely recognized for developing, engineering and deploying innovative technologies, including two wireless networks serving more than 48 million customers at the end of the fourth quarter of 2009 and the first 4G service from a national carrier in the United States; industry-leading mobile data services; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. The company’s customer-focused strategy has led to improved first call resolution and customer care satisfaction scores. For more information, visit www.sprint.com.
Knowlagent is the only talent management software solution specifically developed to meet the unique training, coaching, and hiring needs of the 10 million call center agents around the world. By automating traditional call center management processes, Knowlagent’s solutions for training, coaching and hiring enable clients to hire the right agents and make them better by pushing training and communications when call volumes are low. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent’s talent management software solutions every day. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.
Roni Singleton, 404-649-1579