With ProtoCall we can now see consistent positive trends across our key performance indicators.
With ProtoCall I know that our compliance is rock solid. The amount of time and energy I now need to spend with the OCC has been radically reduced. The OCC and what they may find is much less stressful for me.
With ProtoCall we are more collaborative with other divisions that have ownership in overall customer service.
We can trial a new cross sale strategy on a subset of agents and measure the effectiveness before we roll it out to the entire customer service team.
I love the combination of ProtoCall and ReCall because I can more quickly identify areas in which I need to give the agent feedback.
With ProtoCall I feel like a strategic partner in building and improving the process. Before, I felt like I was fishing, not knowing what I was going to hear and how I was going to give feedback to the agent.
I like the fact that with ProtoCall we can do behavioral based training as opposed to only knowledge based training.
Our training has been cut in half with higher quality because we are focused on training the agents how to follow the simple ProtoCall process instead of the more complex details of the products and support policies.