{"id":63633,"date":"2025-03-17T12:50:17","date_gmt":"2025-03-17T12:50:17","guid":{"rendered":"https:\/\/www.gpstrategies.com\/?p=63633&#038;post_type=case-study-cpt&#038;preview_id=63633"},"modified":"2025-03-17T12:50:23","modified_gmt":"2025-03-17T12:50:23","slug":"customer-service-training-transforms-business-center-operations","status":"publish","type":"case-study-cpt","link":"https:\/\/www.gpstrategies.com\/our-work\/customer-service-training-transforms-business-center-operations\/","title":{"rendered":"Customer Service Training Transforms Business Center Operations"},"content":{"rendered":"\n<p class=\"has-13-a-59-a-color has-text-color\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge<\/h2>\n\n\n\n<p>The client organization was transitioning its call center into a business center focused on generating sales. This required a new training program focused on providing employees with in-depth knowledge of the organization\u2019s products and services and teaching them the skills necessary to identify sales opportunities during their daily service interactions.<\/p>\n\n\n\n<div class=\"wp-block-emagine-spacer wp-block-emagine-spacer--sm\" aria-hidden=\"true\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Solution<\/h2>\n\n\n\n<p>GP Strategies designed a digital training program that teaches key sales knowledge and techniques through various media, including <a href=\"\/learning-content-design-development-solutions\/custom-elearning\/\">eLearning<\/a>, <a href=\"\/learning-content-design-development-solutions\/video\/\">videos<\/a>, storytelling, and awards. The program lasts three months and is divided into individual blocks focusing on different business pillars.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Block one: <\/strong>concentrated on raising awareness of the mindset shift from call center to business center employees and included a live speaker session and a learning game.<\/li>\n\n\n\n<li><strong>Block two<\/strong>: participants learned to generate additional business opportunities through a videocast with a customer service professional. Additional activities focused on identifying customer needs and building trust through games, rapid learning, and videos.<\/li>\n\n\n\n<li><strong>Block three: <\/strong>focused on the client\u2019s line of products and services. Learners analyzed actual customer service calls and applied everything they had learned to brainstorm methods of improvement.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-emagine-spacer wp-block-emagine-spacer--sm\" aria-hidden=\"true\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Results<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reached 93% of target audience, surpassing the goal of 90%<\/li>\n\n\n\n<li>Employees used 34% of their non-call time to engage in training, surpassing the goal of 10%<\/li>\n\n\n\n<li>The quality of closed sales increased up to 100% after the training was completed.<\/li>\n\n\n\n<li>Received an average participant satisfaction score of 4.87 out of 5<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><em>This program has been honored with a 2024 HCM Excellence Award by the Brandon Hall Group:<\/em>\u00a0Gold Award for Best Learning for Change Transformation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>GP Strategies designed a digital training program that teaches key sales knowledge and techniques through various media, including eLearning, videos, storytelling, and awards. <\/p>\n","protected":false},"featured_media":63638,"parent":0,"menu_order":0,"template":"","industry":[52],"case-study-category":[347,308,335,321,343],"class_list":["post-63633","case-study-cpt","type-case-study-cpt","status-publish","has-post-thumbnail","hentry","industry-other","case-study-category-blended-learning","case-study-category-digital-solutions","case-study-category-elearning","case-study-category-learning","case-study-category-video"],"pp_statuses_selecting_workflow":false,"pp_workflow_action":"current","pp_status_selection":"publish","pp_force_visibility":null,"pp_subpost_visibility":null,"pp_inherited_force_visibility":null,"pp_inherited_subpost_visibility":null,"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Training | Case Study | GP Strategies<\/title>\n<meta name=\"description\" content=\"A digital training program that teaches key sales knowledge and techniques through various media. 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