VXI Global Solutions - Customer Service or Call Center Training Practice of the Year
Company: VXI Global Solutions
Company Description: VXI Global Solutions is a leading customer-care and CX organization supporting the world's leading brands.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Training Practice of the Year
Nomination Title: VXI Global Solutions - Customer Service or Call Center Training Practice of the Year
Due to COVID, in early 2020 VXI undertook the biggest operational change in its history and in <90 days it converted nearly 50% of its 35,000 global workforce to remote & hybrid work environments.
The Lifecycle Plus™ suite became the foundation for this incredible transformation. The suite was re-engineered for remote usage and for new modalities of training, learning and reporting. It worked across geographies to support local recruiters, site leaders, and team leads – Our practice supportedmanynewly hired agents we guided their day-to-day roles and ensure agent behavioral optimizations.
The suite’s has four pillar SaaS-based platforms and each enabled VXI to flourish in the "new normal" in 2020 as we re-operationalized our business while maintaining uninterrupted services for more than 100 LOBs.
1. Talent Match Pro™ assessed +50,000 candidates and prioritized them based on specific client fit via behavioral assessment scores.
2. Training Simulator™ trained +21,000 new agents (many remote) for successful customer engagements, resulting in superior results.
3. Performance Pro 360™, a real-time optimization dashboard to assess agent performance enabled us to effectively coach and monitor remotely.
4. Vision WFM™ is holistic call-center tool that enabled us to quickly adjust forecast requirements, scheduling and team management as the COVID crisis shifted week by week. It proved a vital part of BCP success.
Briefly describe the nominated organization: its history and past performance (up to 200 words):
VXI’s Lifecycle Plus™ platform is the “secret sauce” of VXI’s success. This comprehensive learning suite optimizes agent behavior and delivers superior customer engagements. Developed over 10 years by an in-house team of +50 individual CX technologists, curriculum developers, professional-development experts, client success managers and trainers, this Lifecycle Plus develops the holistic agent by focusing on behavior optimization and real-time feedback and coaching. It engages agents from first contact as candidates through every step oftheir agent-lifecycle experiences. Each VXI client utilizes a customized platform to meet its specific needs. Lifecycle Plus annually trains up to 100,000 care agents. We invest+$1.5 million/year in purpose-built client programming and deply SMEs to support our clients. Individual tools such as VXI Training Simulator™ and VXI Performance Pro 360™ are successfully licensed to multiple Fortune 500 companies and have been doubled revenue since 2019. The platform has won numerous CX awards over the years, including Frost & Sullivan’s esteemed Value Leadership Team award, a half-dozen Stevie Gold awards and “product of year” accolades from both ICT Awards and Asia CEO awards. It has also earned several internal “best in class” client awards.
Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Lifecycle Plus™ delivered outstanding results under extraordinary circumstances. It enabled us to onboard more new logos in 2020 than ever before. It gave us the confidence to turn a temporary adjustment (remote work) into a permanent business model.
Combined, the suite helped us hire +21,000 agents. Behavioral tools boosted Voice of the Customer (VOC) programming by 50%. First Call Resolution (FCR) improved 12% and Transfer Reduction improved 18%). As we learned to optimize remote work, our suite directly decreased Average Handle Time (AHT) by 3 minutes or more.
The suite proved so successful a Fortune 25 licensed/used both Training Simulator and Performance Pro for its internal operations.Additional stats:
VXI ranks as the #1 Inbound Telemarketing Vendor, and won the Client’s Vendor Cup for the 3rdyear in a row
VXI achieved the highest retention percentage among the client’s vendors.
In customer service, VXI delivered the highest retention percentage among the client’s vendors, attaining an average of 116% to goal performance quarter over quarter.
Q1, Q2, Q3 and Q4 Top Vendor for Sales and Q1 Top Vendor for Customer Service;
Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
https://www.youtube.com/watch?v=A7KuhBdCGwU&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC
https://www.youtube.com/watch?v=RaI6GY1HkyY&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=3&t=0s
https://www.youtube.com/watch?v=YLq0cMdLKW0&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=4&t=0s
https://www.youtube.com/watch?v=lM5KiSBDuWQ&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=5&t=0s
https://www.youtube.com/watch?v=be_0RVZA4jE&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=6&t=0s
https://www.youtube.com/watch?v=hFG3ndTPsLI&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=7&t=0s
https://www.youtube.com/watch?v=1NTgGzZMB3Y&;list=PL-QCu0kTRalIvW7-4VQk5wj70ik3PenPC&index=9&t=0s