Impact Learning Systems


Success Stories

Suc­cess Sto­ries & Case Studies

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Cus­tomer Ser­vice Train­ing (non-technical)

Improv­ing the Cus­tomer Experience

Results were as follows:

  • Response times for the Busi­ness Ser­vice Cen­ter at Chicago Pub­lic Schools improved to 92%, from a 24-hour response to same day response. And response times for esca­lated calls decreased from 3 days to next day. The BSC went from being an unranked depart­ment to the 3rd best unit out of 24.
  • Response times for the pay­roll ser­vice team improved from 37% to 88%, and their first call res­o­lu­tion now aver­ages 94%

Improv­ing Cus­tomer Sat­is­fac­tion and Retention

Results were as follows:

  • 98% of callers said their call was treated in a pro­fes­sional manner.
  • 96% said the ser­vice they received was out­stand­ing, very good, or good.


Cus­tomer Ser­vice Train­ing for Tech­ni­cal Support

Tripling Cus­tomer Sat­is­fac­tion Expectations

Three months after train­ing with Impact Learn­ing Sys­tems, the fol­low­ing aver­age results among two pilot groups far sur­passed the ini­tial goals of Brocade's man­age­ment team:

      • Cus­tomer sat­is­fac­tion improved 33%
      • Level 2 Res­o­lu­tion rates improved 20%


Increas­ing CSAT

Three months after train­ing, Mar­keto reported the fol­low­ing results, attribut­ing the exceed­ingly pos­i­tive out­come to estab­lish­ing bet­ter cov­er­age, incor­po­rat­ing the train­ing with their onboard­ing, and devel­op­ing a Per­pet­ual Sur­vey Process per­formed imme­di­ately after a client interaction.



Increas­ing Cus­tomer Loyalty

The train­ing pro­grams imple­mented by Sage Soft­ware and Impact Learn­ing Sys­tems yielded excep­tional results. Within two months of the train­ing, man­agers at Sage Soft­ware observed a 15% increase in cus­tomer sat­is­fac­tion scores, bring­ing them up to 94%. Sage Soft­ware cal­cu­lates that they receive actual cus­tomer loy­alty when their cus­tomer sat­is­fac­tion scores reach 90 per­cent or bet­ter, so the com­pany is now expe­ri­enc­ing a notable increase in cus­tomer loyalty.

Cre­at­ing a Cul­ture of Ser­vice Excellence

Mea­sure­ments at McKesson one year after the change ini­tia­tive showed:

    • A 5.7% improve­ment in first con­tact res­o­lu­tion (FCR) rates for Level I.
    • A 29.8% aver­age decrease in esca­la­tions from level I to Level II.
    • A 3.21% improve­ment in the cus­tomer qual­ity score for sup­port reps.
    • A 2.93% improve­ment in the cus­tomer qual­ity score for McKesson overall.


Cus­tomer Ser­vice Train­ing for Field Service

Increas­ing Cus­tomer Sat­is­fac­tion and Professionalism

Within one month after work­ing with Impact, man­agers at BancTec observed the following:

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

Receiv­ing Pres­ti­gious Recog­ni­tion for Cus­tomer Service

Although already in the top tier for their indus­try, two teams at Olym­pus mea­sur­ably improved cus­tomer sat­is­fac­tion scores and have sus­tained the improve­ments over time.

Tele­phone Sales Training

Increas­ing Sales and Cus­tomer Base

Six months after imple­ment­ing three cus­tom sales train­ing pro­grams devel­oped by Impact, La Opinión recorded the fol­low­ing results:

  • A 22% increase in adver­tis­ing revenue.
  • An 8.2% increase in circulation…in an indus­try where cir­cu­la­tion is declin­ing overall!

Improv­ing Employee Con­fi­dence and Increas­ing Sales

Three months fol­low­ing con­sult­ing and cre­ation of an inter­nal tele­sales depart­ment, Val­mont reported a 23% increase in sales over the three months prior to work­ing with Impact.

Chat & E-mail Training

Improv­ing Pro­duc­tiv­ity and Com­mu­ni­ca­tion Skills

The pos­i­tive reac­tion to the train­ing pro­gram and exten­sive rein­force­ment by ASCOM's man­agers resulted in the TEMS busi­ness unit beat­ing their goal of 3.9 and achiev­ing a cus­tomer sat­is­fac­tion score of 4.1 seven months after train­ing was com­pleted. One year later, the score increased to 4.19, a 20% improvement!

Learn­ing New Chat Skills Through E-mail Com­mu­ni­ca­tion Training

"We’ve been very pleased with the expe­ri­ence. I liked the idea that the train­ing was blended where some was online and some was in class. You cus­tomized some of the train­ing based on what we had done online and I thought that was a neat idea."

Call Cen­ter Coaching

Increas­ing Call Qual­ity Scores with a Coach-the-Coach Program

Inland Empire Health Plan rep­re­sen­ta­tives report­ing to super­vi­sors who received coach­ing from Impact Learn­ing Sys­tems and the depart­ment man­ager scored 37.5% higher on their mon­i­tor­ing forms than did rep­re­sen­ta­tives from teams where the super­vi­sors did not receive addi­tional coaching.

Improv­ing Cus­tomer Sat­is­fac­tion and Retention

Infor­ma­tion Builders reports the fol­low­ing results from work­ing with Impact:

  • Cus­tomer sat­is­fac­tion increased 7.4%.
  • Pro­fes­sion­al­ism scores were 100% for three con­sec­u­tive months fol­low­ing the training.

Cus­tom Training

Improv­ing Cus­tomer Communication

Sun mea­sured the impact of the train­ing by com­par­ing cus­tomer sat­is­fac­tion sur­veys before and after the pro­grams. The analy­sis demon­strated a 30% improve­ment in cus­tomer per­cep­tions of Sun’s com­mu­ni­ca­tion skills, which is a key dri­ver of the over­all cus­tomer experience.