Do you have an effective call resolution coaching and training program that drives a positive Customer Experience (CX)? Interestingly, SQM’s research shows that 35% of unresolved calls are due to Customer Service Representative (CSR) source of error. It has been SQM’s experience that when a contact center improves their first call resolution and/or call resolution performance it is, in most cases, the result of improving CSRs’ skills, knowledge, and abilities for resolving calls. In addition, first call resolution and/or call resolution are leading indicators for achieving high customer satisfaction, Net Promoter Score®, and Net Retention Index performance. Therefore, training your trainers and/or supervisors on how to educate and coach CSRs for resolving calls is essential for delivering a positive CX.

Why Training Employees on Call Resolution is Essential for a Positive CX:

  • For 35% of calls that are unresolved, the CSR is the source of error
  • When a call is unresolved, 46% of those customers felt the CSRs could have done more to resolve the call
  • When a call goes unresolved, 23% of customers expressed their intent to defect
  • There is a 45% difference in call resolution performance between a world class CSR performing at 95% call resolution and a fourth quartile CSR performing as low as 50% call resolution
  • When calling a contact center, 93% of customers expect that the CSR will resolve their call

SQM’s CX Essentials – Train the Trainer program is specifically designed for contact center frontline trainers and supervisors so that they can effectively educate and coach CSRs on how to use customer survey feedback to improve their call resolution performance and/or achieve world class CX call resolution performance. The CX Essentials – Train the Trainer is a three-day program that focuses on the following two areas:

Call Resolution Facilitation Training

The first two days of the CX Essentials – Train the Trainer program will give your trainers and/or supervisors the skills required to facilitate a CSR call resolution training program.

Call Resolution Coaching Training

The third day of the CX Essentials – Train the Trainer program will give your trainers and/or supervisors the skills required to coach CSRs on how to improve their call resolution performance.

Upon completion of the three-day CX Essentials – Train the Trainer program, trainers and/or supervisors will have the necessary facilitation and coaching skills to conduct call resolution training and coaching for CSRs so that they have the necessary skills, knowledge, and abilities needed to improve their call resolution performance and/or to achieve world class call resolution performance.

CX Essentials – Train the Trainer Outline

The two-day Call Resolution Facilitation Training program will educate trainers and/or supervisors on how to facilitate a CSR Call Resolution Training program based on six steps:

Step 1: Education on the importance of first call resolution and call resolution
Step 2: How to provide CSR performance reviews based on customer survey data
Step 3: Education on the Call Resolution Delivery Model for providing a world class call
Step 4: CSR self-assessment of call recordings
Step 5: CSR group call calibration using call recordings
Step 6: Establishing CSR call resolution goals and improvement plan

The Call Resolution Delivery Model (CRDM) is modelled on four basic moments of truth that a customer wants a CSR to demonstrate on every call – Understand Me, Help Me, Care About Me, and Resolve Me. The CRDM defines the CX and suggests word choices that a CSR should use to be successful at resolving customer calls at the world class level of 95%. By understanding the moments of truth, a CSR is in a better position to improve their call resolution and/or improve their world class call resolution performance. The CRDM skills training that all employees receive focuses on the following four key attribute areas of the customer’s experience when calling a contact center:

Understanding the customer – learn how to understand the real reasons why the customer called
Helping the customer – learn how to express a willingness that conveys that you want to help the customer
Caring about the customer – learn how to express that you care and provide a positive emotion customer experience
Resolving the customer – learn how to resolve the customer’s call on the first call or manage their expectations on how and when they can have their call resolved

Success Criteria

Call Resolution Facilitation Training success is measured by the following:

  • First call resolution, call resolution, and customer satisfaction improvement after training
  • Employee satisfaction with the call resolution training
SQM’s research shows that over 80% of CSRs who participated in this training program improved their call resolution and customer satisfaction performance

The one-day Call Resolution Coaching Training program will give your trainers and/or supervisors the skills required to coach CSRs on how to improve their call resolution performance and is based on the following five steps:

Step 1: How to use the mySQM reporting tool for CSR coaching purposes
Step 2: How managers should interpret and share key performance indicators (KPIs) (e.g., customer satisfaction, call resolution, and customer emotion) with their CSRs
Step 3: How to coach CSRs on world class call, action alert call, and customer defection surveys
Step 4: How managers can provide CSRs with the necessary call resolution skills so that they provide their customers with a world class call CX
Step 5: Role playing for improving the CX and for dealing with customers who express dissatisfaction with a call quality service attribute or have a complaint

mySQM Reporting

CSRs and supervisors can access the mySQM online reporting tool and run the reports they need for performance review and coaching. Your staff will be given full training and ongoing support in the use of the mySQM reporting tool. In addition, SQM can provide your contact center with benchmark comparisons and quarterly in-depth reports. Each CSR is provided with their own mySQM KPI report card. The mySQM KPI report card provides the following:

  • KPIs, such as overall contact center Csat, overall CSR Csat, first call resolution, call resolution, customer emotion experience, and customer recommendation and retention metrics. All metrics are reported out by current period, past period, and year-to-date
  • World class call, action alert call, and customer defection surveys can be viewed in real time
  • Benchmarking comparison of overall contact center Csat, overall CSR Csat, first call resolution, call resolution, and customer recommendation and retention
  • The ability to remedy a specific action alert call or recognize the CSR for an outstanding world class call
  • Customer surveys and call recordings of customer satisfaction and reasons for two or more calls feedback
  • Actual customer verbatim comments and .wav files for world class and action alert calls