How we supported RAC to improve their operational strategy, sales activity, and increase customer satisfaction levels.
“Our application and use of the Clever Nelly Platform have been key factors in this success and is integral to our operational strategy. We are more efficient, our customers are getting a better experience, and the client is receiving a world-class level of service.”
With a clear focus on maintaining long-term relationships with their customers, the RAC were looking to tailor individual in-role training to support their ‘first time right’ service.
Their objectives were to:
- Improve First Call Resolution (FCR).
- Develop and enhance advisor training pathways for multiple subject areas including: policy, process, product specification and general queries.
Clever Nelly enabled RAC to:
- Design and implement a catalogue of competency test questions and deliver two per day to each advisor.
- Continually test competency and provide the leadership team with an objective view of all advisor knowledge gaps and automatically repair them.
- Improve their overall operational knowledge score to support future sales activity and increase customer satisfaction levels.
The RAC cited that Clever Nelly played a key factor in the success of their objectives, subsequently becoming integral to their overall operational strategy. Clever Nelly supported the RAC to improve their efficiency by enhancing advisor capability, resulting in improved customer service and revenue generation.
Consistent operational knowledge score achieved
Consistent First Call Resolution (FCR) performance
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