Field Service Success Story                       

Situation
BancTec, a well-respected company that specializes in the management of business finances and documents also sends technical support representatives to many Fortune 500 companies. These field service professionals were experts in the area of technical support and needed the customer service training so that they could communicate more effectively with their customers. BancTec found it expensive and difficult to train their representatives who were dispersed in many different geographical locations. Impact Learning Systems was selected to provide a solution.

Action Taken
Impact’s job was to remotely train BancTec’s field service representatives via the online portion of Getting to the Heart of Field Service™, one of our blended learning programs. This CompTIA-accredited program was specifically developed for field service reps to teach them how to interact with customers in a professional manner while being friendly and building rapport. Impact also conducted web conferences with managers and supervisors to teach them methods to reinforce skill use on-the-job and provided specialized reinforcement tools so managers could continue to coach their employees and encourage them to incorporate the learning into their performance on the job.

Results
The training initiative yielded exceptional results. Within one month after the conclusion of the training programs, managers at BancTec observed the following:

• A 37% increase in customer satisfaction scores
• A 25% increase in professionalism scores