Achieving a 90% Service Level w/a New Remote Contact Center Under 120 Days

The shift from in-house to remote agents wasn't easy for anyone, but it was especially difficult for contact centers that deal with complex and highly regulated industries. These contact centers have always relied on experienced agents to help newer agents. But what happens to your metrics when those people aren't in the same room? What happens when your 8-12 weeks of in-person classroom training has to be done over Zoom? In this session, you will hear from Jason Mercer-Pottinger how his team working with ScreenSteps transitioned from relying primarily on tribal knowledge to a culture where agents use a central repository of digital guides to handle every call. The results? 95% First Call Resolution, NPS of 89%, and eventually, the ability to spin up a brand new near-shore contact center that went from zero knowledge to a service level of 90% in less than 120 days. Jason Mercer-Pottinger (JMP) RTS (Renal Therapy Services) Operations Director for Baxter International. He has 30 years’ experience within the Contact Center industry globally. He has built service strategies in most regions of the globe supporting both in-sourcing and out-sourced solutions. Jason has been with Baxter for the last 16 years and with the last 6 being based out of their Global headquarters in Deerfield Illinois. Jason’s group provides support to renal patients who are receiving renal dialysis in their home, the team provides technical and clinical support for 80K patients globally. The group also supports other parts of Baxter’s diverse portfolio from a Technical Support perspective.