A Call Center Case Study

Budget Rent a Car was installing a new reservations system to be used by 1,400 agents in 30 countries. Clearly, getting people trained to use the system correctly on day one of conversion was a mission-critical project. The reservation system was at the heart of the company's business. Appropriate training needed to be developed for both current agents and for new hires that Budget would be bringing on in the months and years to come.

Budget considered proposals from several companies but chose CEP for this project because we were able to guarantee that every single agent would be able to perform to management expectations on day one after training. For the people responsible for the reservation centers, this guarantee was an "insurance policy" that no others could or would match.

CEP provided Budget with a total performance solution, considering not only skills but also motivational and environmental barriers to agent performance.

Project Performance Results:

• Agents who completed the training were 100% proficient on day one. This meant there was no on the job learning that resulted in lost customers or other costly mistakes.
• Training actually took up to 20% less time than the training required for comparable systems.
• Average talk time dropped by almost 10 seconds per call. This reduction in talk time, multiplied by the number of agents worldwide, represented a dramatic cost savings that Budget never anticipated would have been possible.