Impact Learning Systems International, a creator of programs designed to increase a company’s bottom line through the improvement of the communication skills of sales and service agents, has announced a client success story.

 

Motorola (News - Alert) has realized significant benefits from using a customer service training program designed to further improve the Fortune 500 company’s client relationships. With the increased intensity in the competitiveness of its space, Motorola is stepping up its efforts to protect the customer base.

The company turned to Impact Learning Systems and the Service and Support Professional Association (SSPA) to further separate itself from competitors. In this partnership, Motorola specifically sought to bring its customer relationships to a higher level through the alignment of its services business around the true needs of customers.

At the same time, Motorola sought to develop and execute a closed-loop corrective action process for customer-impacting issues, as well as continue to attract, develop and retain a world-class workforce. The company also sought to further cultivate employee skills to achieve business objectives and enable growth.

Motorola has been able to work with SSPA and Impact Learning Systems to implement a customer care training program that is designed to achieve excellence. The SSPA supports the IT industry through certification standards, education and business improvement solutions.

Impact Learning Systems serves as the exclusive provider of training for SSPA’s Support Staff Excellence program. With its proven performance in customer service training, Impact Learning Systems provides a comprehensive learning systems in addition to call center training to support the education, coaching, validation and recognition goals that are essential to sustain results.

In an effort to establish a valid return on investment analysis for the project, Motorola hired TNS (News - Alert) Prognostics, a customer satisfaction measurement company. TNS independently evaluated and compared customer satisfaction surveys before and after the training.

"The analysis demonstrated a 10 percent rise in customer satisfaction and a 56 percent improvement in call resolution rates," said Jennifer Edwards, Training Program Manager for Motorola, in a Tuesday statement.

"These are exceptionally high performance improvement statistics. The results are even more impressive given that our teams already had high customer satisfaction ratings prior to the launch of the Impact Learning Systems program."

As a result of its achievements through the Impact Learning Systems/SSPA program, Motorola was recently awarded SSPA's Support Staff Excellence award.

"Winning at Motorola means that we are relentless in our pursuit of improving customer satisfaction," said Mike Horton, Senior Director of Motorola's Home & Networks Mobility Division, in the Tuesday statement. "We couldn't be happier with the results. The SSPA and Impact Learning Systems helped us surpass our service commitment goal to our customers."

Impact Learning Systems customized its program for Motorola based upon its Essentials of Technical Support Communications Customer Service Professional (CSP (News - Alert)-I) certification. This specific program includes seven Web-based modules and more than 150 Motorola engineers and managers completed it within 10 weeks.

"Changing behavior requires more than just training front-line employees," said Malcolm Carlaw, president, Impact Learning Systems, in the Tuesday statement. "The key to sustained behavior change is preparing employees for learning, involving managers in the entire learning process, and recognizing service excellence."

Impact Learning Systems provided an online training platform to ensure that Motorola employees could complete the initial training at their own pace. This helped to avoid adversely affecting service levels during the training. 

"Providing our member companies with strategic tools to help them measurably improve service metrics is what we do best," said Stephen Smith, Executive Director of The SSPA, in Tuesday’s statement.

 

"Based upon input from our members, the SSPA and Impact Learning Systems created a true industry best-practice certification that provides companies like Motorola with a significant advantage over their competitors."

There is much value to be realized from the proper training of customer service representatives, no matter what industry they serve. By providing these reps with a platform that allows them to move at their own pace without interfering with customer service deliverables, Impact Learning Systems is ensuring that it can deliver the solution clients need to optimize performance.