Case Study: Echo Increased Agent Knowledge by 42% With Elephants Don’t Forget

Challenges

As an outsourced provider of customer contact services and billing software for the water industry, Echo Managed Services credit having the right people and processes for their multi-award-winning service.

In preparation for an upcoming bid for NI Water back in 2021, they were open to new initiatives to help them stand out.

Rather than coming back with more of the same, Echo wanted to establish a learning and development strategy that would genuinely embed employee training and evidence ongoing competency.

After hearing about an artificial intelligence (AI) solution called Clever Nelly from a customer advocate, the team at Echo were quick to recognize the potential for their business.

“One of our main objectives preparing for our next bid with NI Water was to establish an L&D strategy that showed we were going the extra step.

Clever Nelly played a key part in helping us to secure that bid. It’s a great solution that reinforces learning post-training and during onboarding.” – Danielle Sheppard, Service Improvement Manager.

The Solutions

With a customer-scored ease-of-implementation rating of 9.1 out of 10, Elephants Don’t Forget were able to effortlessly deliver the solution to coincide with Echo’s Innovation Festival. Here, senior stakeholders had the opportunity to prime employees on what to expect from Clever Nelly and maximize engagement.

Having assigned a dedicated Nelly Champion to optimize the AI’s impact, Echo are sustainably maintaining an engagement score of 94% and continuing to improve in-role competency two years on from launching.

Clever Nelly utilizes Echo’s existing training content and re-serves it to employees as interventions, gathering data to build individual knowledge profiles and customize learning pathways to repair gaps in real time.

As a light-touch solution, where interventions are delivered by email, Echo’s field services team are able to interact with Nelly on the go, answering questions from a tablet.

Nelly’s Champion monitors trends in the data to identify individual and team needs. This means that Echo can provide targeted interventions and evaluate their training resources.

After new training has been conducted, questions are then distributed by Nelly for a limited period to assess whether the information has been retained.

The Results

Echo have seen a considerable 42% knowledge improvement in that time, which they have directly correlated to reduced complaint volumes and a consistently maintained NPS rating well above their internal target of 35.

By instilling a culture of embedded learning, Clever Nelly is supporting Echo to minimize the amount of time employees spend away from their roles, and is contributing to improved service levels and outcomes for the business and its customers.

Echo were recently awarded the highly contested accolades of ‘Best People Development’ and ‘Outsourced Contact Centre of the Year’ by the CCNNI Awards. They attribute a large part of this success to Clever Nelly.

Looking more closely at the measurable benefits achieved through Clever Nelly:

• 20% Improvement in employee competency over the last 12 months.
• 42% Improvement in employee competency since Clever Nelly’s launch in November 2021.
• 94% Average engagement rate over the last 12 months, where seven in ten users engaged at the optimal rate of 80% or higher.

This blog post has been re-published by kind permission of Elephants Dont Forget – View the Original Article

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About Elephants Dont Forget

Elephants Don’t Forget is the home of Clever Nelly — a multi-award-winning, AI-powered continual assessment platform that helps organisations maintain consistent frontline performance, reduce risk, and improve operational KPIs.

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Author: Elephants Dont Forget
Reviewed by: Jo Robinson