The problem
Despite delivering quality training, Phillips & Cohen recognised that nuances of the role were late to develop within new starters. This put the business at considerable risk, as collection agents were finding themselves in positions where they didn’t have the right answers to certain questions that were coming from consumers.
The solution
Clever Nelly solves the challenge of how to translate training into sustainable competence and performance improvements. It personalises the learning experience, using less than a minute of an employee’s working day.
The Results
$1.5 million
in annual savings from agent error reductions
14.6%
improvement in QA scores
15.6%
agent competency improvement