6 months prior to 1st Central insurance deploying Nelly in their Customer Services function the management knew they had a range of competency gaps across the teams. One of the tricky challenges, of course, was identifying where these gaps existed on an employee by employee basis; the subsequent fixing, or retraining, was relatively easy once the gaps were accurately identified.
1st Central measure AHT (Average Handling Time) just like any other contact centre and recognise any reduction in AHT that doesn’t result in a drop in service levels is a very welcome result.
“We deployed Nelly to identify these competence gaps and to ensure that in future what we trained our employees they were guaranteed to learn.”. “We never assumed that we would see such direct and positive impact on some of our key operational metrics as a result”
“In less than 6 months we have recorded a 34 second reduction in AHT across all aspects of our Customer Services. This is around a 5% reduction in the total AHT. The most obvious reason for this is an across-the-board improvement in employee competence meaning we have far fewer escalations than pre-Nelly and less complaints/repeat calls that inevitably take longer to deal with. Given the way that Nelly works and the fact that she takes a few months to truly understand what our people know and don’t know, we are expecting this trend to continue and to bring further operational improvements”
Darren Jeffery, Head of Operations - 1st Central
I think Clever Nelly is absolutely brilliant and amazing.
I believed that I was extremely knowledgeable and knew all there was to know in my area of the business. Nelly has taught me that I do not know everything and has made me start thinking about where my knowledge gaps are and what I can do to help myself learn.
I have also promoted Nelly to my team and used myself as an example to let them know that it is OK to not know an answer and they will not be in any kind of trouble for getting it wrong
They may have got it wrong this time but they will learn and get it right in the future
Debbie O’Donovan - EON
I love it because it’s so easy to use. When systems are slightly complicated or difficult, no matter how good they are, they don’t get used.
Lucy Gilmore, Customer Care Business Manager - RAC