Transcom had been delivering service to this client for the UK offshore, from our facilities in the Philippines. As most of Transcom’s agents had never lived or worked in the UK, they were unfamiliar with the process and experience of having a technical engineer visit their house to install a new line or fix a problem with an existing one. Customers often had questions about what to expect when the engineer arrives (e.g. what would they need to access, what the telephony/broadband jack looks like). Without firsthand knowledge, the agents were limited to what they learned in classroom training.
Step 1: Film and document engineer visits
Step 2: Map the customer journey
Step 3: Flag the critical points
Step 4: Create a VR training module
Step 5: Agents simulate customer experience
Within days of implementing the VR training solution, the FCR increased by an astonishing 43%, from 22% to 65%.