Clever Nelly improves employee wellbeing, productivity and quality
Nick Cherry, Chief Operations Officer at Phillips & Cohen Associates UK, and Kelly Chisnall, Quality Coach & Trainer at PCA UK, explain how Clever Nelly enhances agent engagement with required learning, improves quality, and reduces workplace stress for their colleagues.
About
Nick Cherry, COO at PCA UK, emphasised the importance of demonstrating to their agents that Clever Nelly serves as a genuine tool for professional development. Kelly Chisnall, Quality Coach & Trainer at PCA UK, highlighted the daily engagement of agents with the platform and its positive impact on quality improvement.
Challenges
PCA UK addressed the challenge of improving agent knowledge and competence by implementing Clever Nelly. They also aimed to reduce workplace stress, a primary concern identified in internal colleague surveys, by extending Clever Nelly’s capabilities to include health and wellbeing support.
Outcomes
The implementation of Clever Nelly resulted in improved agent knowledge and competence. Statistical data confirmed that Clever Nelly supported quality improvement. PCA UK is also progressing with plans to develop Clever Nelly’s functionality in the area of health and wellbeing, in partnership with Elephants Don’t Forget, to further mitigate workplace stress.
10%
Improvement in Quality Scoring (PCA UK)
614
Hours saved in unnecessary refresher training (PCA UK)
$1.5m
Annual savings by reducing employee errors and high-risk failures (PCA US)
14.6%
Improvement in Quality Scoring (PCA US)
15.6%
Quantifiable improvement in frontline agent in-role competence (PCA US)
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