VXI Global Solutions - Customer Service Training Team 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: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - All Other Industries
Nomination Title: VXI Training Team - Customer Service Training Team of the Year—Internal
VXI’s Global Training Team (VGTT) is the “secret sauce” of VXI’s success. Comprising technologists, engineers, curriculum developers, professional-development experts, client success managers and trainers, VGTT operates a CX learning platform designed to optimize agent behavior and deliver superior customer engagements. Developed over 10 years, the platform engages agents from first contact as candidates through every step oftheir agent-lifecycle experience. Additionally, every VXI client has a customized solution designed to meet its specific and unique needs.
VGTT annually trains between 50,000-100,000 care agents. We invest+$1.5 million/year in purpose-built client programming. In addition to training VXI employees, VGT supports multiple enterprises by training and managing the professional development of their in-house agents (including multiple Fortune 100 companies).
VGTT has won numerous awards over the years, including Frost & Sullivan’s esteemed Value Leadership Team award, a half-dozen Stevie Gold awards and several “best in class” awards from our clients.
Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):
Starting inearly 2020, this incredible team re-engineered its platform and PD to accommodate VXI's new remote/hybrid workforce. VXI moved from 0 remote workers on 1/1/2020 to +10,000 by 9/1/2020, an incredible effort that required exceptional adaption by the worldwide training team. VGTT re-engineered its technologyand learning delivery. It worked across geographies with local recruiters, site leaders, team leads and executives to ensure a new training modality for remote workers that met rigid corporate standards.
VGTT’s platform’s key tools include the following 4 SaaS tools that were adapted for the "new normal" of training thousands of new teammates remotely.
1. Talent Match Pro™ for recruiting prioritizes candidates based on client fit via behavioral assessment scores.
2. Training Simulator™ for agent skill building prepares associates for successful customer engagements, resulting in superior results.
3. Performance Pro 360™ is real-time dashboard for team leaders to continually optimize team and individual behavior.
4. Vision WFM™ is holistic call-center tool to quickly forecast requirements, schedule agents, track/manage, and assess performance.
The training team’s efforts delivered outstanding results under extraordinary circumstances. In many ways, they raised the bar higher than ever. Improvements included: Voice of the Customer programming (50%); First Call Resolution (12%); Transfer Reduction/Improvement (18%); and 189-second decrease in Average Handle Time. Most notably, the teams’ efforts working with various sales teams across clients resulted in substantial improvements – specifically 114% aggregate boost in Sales Closing (vs test groups).
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 team's past performance (up to 250 words):
What the VXI Global Training Team accomplished in 2020 is almost without precedence in VXI's 22-year history. It weeks, it converted its operations to support a global workforce that need to work remotely for the first time. It's adapted its suite of tools, re-engineered dashboards and reporting as necessary, and acted as the "glue" across Operations, Sales and Management. The team's success was so substantial that a Fortune 25 telecommunications giant in 4Q is engaging the group to develop agent performance tracking and behavioral optimizations for multiple channels across its business (not just VXI's partnership).
-VXI ranks as the #1 Inbound Telemarketing Vendor, and won the Client’s Vendor Cup for the 3rd year 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