Nothing quite creates impact like connectivity. And the world runs on its ability to keep communication online.
When national telecommunications company Brightspeed approached us for a solution to level up their call center training, speed and efficacy were a non-negotiable.
In response, we devised two comprehensive training simulations customized to their needs: systems onboarding for a thorough understanding of company systems, and product upskilling to enhance knowledge in all new service offerings. The positive results laid the foundation for further innovation and empowerment.
Fast-growing U.S. internet service provider required a rapid and effective training plan to help accomplish the goal of giving millions of homes and businesses access to high-speed connectivity. Partnering with Attensi, we delivered gamified simulation training in just five weeks.
Brightspeed, the 5th largest incumbent local exchange carrier (ILEC) and provider of home and business internet service in its 20-state footprint, required a new training solution to help its sales agents onboard in an effective and engaging manner. And they needed it fast.
90%
of Brightspeed participants found this training method engaging
Driven by the vision of enabling Brightspeed to take charge of their ongoing training needs, we facilitated a seamless transition towards content autonomy. We equipped them with our Creator software, enabling them to embrace their role as creators and dynamically craft training solutions tailored to their organization’s specific requirements. Brightspeed adopted the Creator tool, that set them on a quick path to upskill their agents effectively and continually across customer support, sales, and more.
However, this was only the beginning of the transformative potential of self-directed content creation for Brightspeed.
With the content creation foundation firmly established, we knew Brightspeed would be the perfect candidate to adopt our new self-authoring AI features. We equipped the team with our text-to-voice authoring tool which replaced the need for manually recording material—a historically laborious and resource heavy effort—effectively reducing their previous audio recording process time by 75%. Brightspeed’s Go to Market Manager, Nancy Tropea shares: “I was happy with the tool before AI and am now even happier with it. The ease of use when it comes to AI really has changed the way we create content for the better.” Creating this efficiency now allows for their content creation process to be nimble and scalable, an important feature when working to provide solutions for call centers across the globe.
“I was happy with the tool before AI and am now even happier with it. The ease of use when it comes to AI really has changed the way we create content for the better.”
Nancy Tropea
Go to Market Manager | Brightspeed
Speed to content is undoubtedly a benefit. However, beyond speed, we prioritize the quality of the content and the flexibility for creators to modify it. This comprehensive approach amplifies the capabilities of the tools, ultimately leading to the development of the most engaging programs. Creators have options and can work collaboratively with the tools to help steer the direction of the program to be in-line with the vision of the company.
“The quality of voice output is excellent…The addition of the AI assisted moods and re-phrasing of boring text into richer dialogue has been really fun to work with.”
Nancy Tropea
Go to Market Manager | Brightspeed
Coming in at second after email, the phone is still one of the most popular ways for customers to contact organizations for customer service help. Even though technology has come a long way, how many times do you find yourself thinking, ‘I just want to speak to a human’?
Rising expectations from customers means your customer service is under harsher scrutiny than ever. An effective customer service phone training program can empower your employees to deliver an exceptional experience.
With our AI-powered tools now enhancing their in-house training content creation capabilities, Brightspeed has shown outstanding initiative. Over the past year, they have successfully developed 17 training programs — with the last seven months of development benefitting from AI assistance, further increasing their efficiency. The programs they created played a pivotal role in closing the identified knowledge gap among agents, with first scores across trainings soaring from an average of 48% to an impressive 92%. Notably, a two-week post-training assessment of Overcoming Customer Objections training demonstrated significant improvements in the efficacy of sales agents. Projections based on this improvement suggest that, if sustained over a 12-month period, it could result in increased revenue well into the six figures. Not to mention, agent surveys indicated these game-based solutions were engaging and effective—scoring a resounding positivity rating of 94% across multiple solutions.
The impact of our collaboration extended far beyond numerical metrics. The client’s proactive approach to training creation, coupled with our innovative solutions, resulted in a remarkable transformation of their call center operations. And it doesn’t stop there.
“We’re thrilled to continue pushing the boundaries of our training approach. As a customer-centric organization, we understand the pivotal role of our contact center agents. Up next, we’re excited to explore using AI-powered free form dialogue simulations to upskill our agents to further enhance our customer experience.”
Mary Boyle
Product Marketing Manager | Brightspeed
Tools such as AI-powered Free Form dialogue, will enhance Brightspeed’s training program by creating an immersive experience for the learner. Activated through voice recognition, the user will be able to practice a variety of situations that replicate the spectrum of experiences before even going live. They will also have access to instant feedback to help coach them through handling evaluation. With excellent performance metrics and a more skilled workforce, the client is poised for sustained success in a competitive market.
We’re already looking ahead at how we can continue to collaborate on Brightspeed’s training process as we continue to optimize our AI-powered solutions and unlock additional efficiencies to elevate training creation capabilities. The future is bright.
