Clever Nelly improves quality and productivity whilst reducing employee attrition and training costs

About

Nick Cherry, COO at PCA UK, identified the critical challenge of employee retention during the initial one to two years of service, with a particular focus on the high attrition rates common in call centres during the first three to six months. Kelly Chisnall, Quality Coach & Trainer at PCA UK, implemented Clever Nelly to address these challenges and improve training effectiveness.

Challenges

PCA UK faced significant employee attrition during the crucial early stages of employment, specifically within the first three to six months in call centre roles. Traditional induction and training processes were time-consuming and did not effectively embed knowledge, leading to lower quality assurance scores and reduced productivity. There was a need to improve training delivery, enhance knowledge retention, and reduce the time required for agents to become fully productive and proficient in role.

Outcomes

Clever Nelly has proven to be a critical tool in embedding knowledge and supporting employees during their foundational early days, significantly reducing churn and attrition, particularly within the first three to six months. A comparison of induction groups revealed a substantial 10% improvement in Quality Assurance scores. Moreover, Clever Nelly has resulted in a significant increase in productivity, reducing the average time agents spend in training and coaching by 614 hours over a six-month period. This saving in training and coaching time translates to substantial cost savings, demonstrating Clever Nelly’s effectiveness in embedding knowledge from training and enhancing overall operational efficiency.