pakra success story: helping carl the cross-selling customer-service manager to teach and train both...
DESCRIPTION
PAKRA success story starring Carl, the Cross-selling Customer-Service Manager and Pravit, the Prolific Product Manager. Learn how Carl and Pravit were challenged with finding a way to hire the right people, and give them the training they need to succeed. See how PAKRA Games helped teach both new and experienced employees about process, systems, critical-thinking skills, customer-service skills and cross-selling skills.TRANSCRIPT
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PAKRA Success Story starring
Carl, the Cross-selling Customer-Service Manager
&
Pravit, the Prolific Product Manager
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We spend time developing new product offerings. You know -- like interest-plus checking accounts, loan ReFis, overdraft protection. But Carl’s customer-service reps don’t cross-sell them when our customers call.
While my reps are good at problem-solving for our customers, I keep telling you they aren’t comfortable selling. It’s a different skill set – just different. Reps don’t understand the process, the products or the opportunity.
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It’s not surprising their cross-selling conversion rate is only 35%. And it’s creating animosity between
us and our departments. X
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Adding insult to business injury, I have an agent-turnover rate of 36% … You’d think, in this economy, they’d be glad to have a job, but during training,
some don’t even come back after lunch.
*SIGH* We need to find a way to hire the
right people, and give them the training they need to succeed.
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As a banker for a leading regional retail bank with more than $60 billion in assets and 12,000
employees, Carl has a big challenge:
What’s a Customer-Service Manager to do?
The challenge
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PAKRA® solutions
• Carl deployed highly engaging and immersive PAKRA® Games to teach both new and experienced employees Process Systems Critical-thinking skills Customer-service skills Cross-selling skills
• Carl’s recruiters used PAKRA® Games during the hiring process to assess best fit for potential candidates
• Carl and Pravit brought their teams together and, with the help of PAKRA® Consulting, they broke down department silos and now work together to share resources and information
• Carl and Pravit managed every step with the easy-to-use and intuitive PAKRA® Console and PAKRA® Analytics
Sales conversions are up, and customer-service metrics are even better
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By implementing custom solutions created for the bank by PAKRA: • Customer-service reps increased their cross-selling conversion by 66% • The bank reduced agent turnover to 17% from 36% • And the learning curve for new reps decreased from 3 months to 1 month
the results
PAKRA Games are fun!
I’m 42% more likely to apply the content I learned through PAKRA Games than through our standard training!
PAKRA Games are informative!
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Look at my Rep standing there grinning away! Sales are up … Turnover is down … Agents are learning … Bring it on, Pravit!
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We both got promoted!
Contact PAKRA® • Hire, train and retain your most important resources in
your customer service center • Cross-Train and acquire skills of Customer Service and
Sales
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