Managing Objections - Skills Training
Modality
eLearning
Assessment
Authoring Tools
Articulate Rise 360
Adobe Illustrator
Vyond
Business Need
65% of agents consistently score below average (<50% accuracy) on the QA section for Managing Customer Objections, which results in a 6 point decrease in conversion. The Operations Strategy team requested a reskilling course for underperformers on this QA section along with supplemental coaching resources for field supervisors.
Audience
Tenured (90+ days post-hire) phone agents
Challenges
Broad initial project scope, including 10+ common objections with varying and complex workflows
Learner profile includes resistance to change and dissatisfaction with QA process
Inconsistencies in coaching methods and documentation by field supervisors
Short window for training delivery (3 working days) prior to seasonal event
Solution
Partnered with SMEs (Senior Managers and Operations Analysts) to group objections based on similar customer profiles
Collaborated with Communications and Employee Engagement teams to develop course marketing plan and agent engagement contest
Held train-the-trainer sessions with direct supervisors prior to course rollout to practice coaching application
Collaborated with Workforce Management (WFM) team to schedule and assign off-queue time during low-volume hours for course completion