Reaching Higher Empathy Levels with SymTrain

Implementation

A leading accounts receivable management company, renowned for its industry leadership and innovative approaches in the field, implemented SymTrain with a focus on improving their customer interactions. SymTrain effectively evaluated and improved agents’ performance using automated role-play simulations. It went beyond the assessment of knowledge and system navigation skills, as it integrated competence and confidence analysis to measure accuracy, tone, and empathy in agent interactions. The company’s training team created several simulations using SymTrain to emphasize expressions of empathy, politeness, and ownership of conversations. They also encouraged the use of polite words and phrases such as “thank you,” offering assistance, and polite inquiries.

Strategic Goal

The primary objective was to enhance the quality of customer interactions. Specifically, the aim was to improve customer experiences by making them feel heard, cared for, and understood, even when issues could not be immediately resolved. The organization sought to create a customer-centric approach where politeness and empathy were integral to the service.

Results Achieved

The implementation of SymTrain resulted in a remarkable transformation of customer interactions for this company. Notably, politeness scores surged, and the overall quality of customer experiences significantly improved, as indicated by enhanced empathy and ownership scores. Furthermore, the implementation has notably benefited new agents undergoing SymTrain, showcasing improvements compared to existing agents:

Specifically, in the Clean Choice-SalesLoft campaign, primarily managed by experienced agent.

• There was a 3% increase in objection handling.
• This increase encompassed acknowledging customer objections.

These outcomes underscore the success of the organization’s commitment to prioritize customer experiences, leading to increased customer satisfaction and understanding.