Polaris Improves Customer Experience with Calabrio ONE - Calabrio

Polaris Measures Multi-Channel Interactions

Better service quality
across channels

Higher-quality
evaluations

Integrated quality monitoring
across channels

At a Glance

Company Polaris

Industry Manufacturing

Region Global

Products Used Calabrio Workforce Management & Quality Management

About Polaris

Serving more than 100 countries around the globe, Medina, Minn.-based Polaris is the global leader in powersports. In 2019, the company generated annual sales of $6.8 billion by pioneering product breakthroughs and enriching experiences and services that invite people to discover the joy of being outdoors.

Ensuring a more consistent, higher quality of service to 1,800 global dealers regardless of channel

Challenge

With smaller, more remote support groups spread across six contact center sites, Polaris doesn’t consider its call center to be traditional or typical. That’s why it relies heavily on automation and technology to deliver a superior call center experience.

But when Polaris decided to ensure a continually improving, consistent customer experience by identifying and documenting standard agent processes, call center leaders realized they were missing a critical element: they couldn’t measure the quality and consistency of the multi-channel interactions between agents and the 1,800 dealers in Polaris’ global dealer network. Leaders needed to quickly find a solution that would integrate information from multiple communication channels—primarily phone calls and website inquiries—into one comprehensive report.

Solution

Calabrio ONE’s integrated quality management and workforce management (WFM) applications give Polaris call center leaders the flexible, multichannel quality monitoring they need.

Calabrio WFM delivers consistent evaluation metrics for agents across dealer, technical and customer service teams, and seamlessly incorporates critical website support features. With it, leaders now can review a complete record of an agent’s interactions through the website and the call center.

And, with Calabrio Quality Management, leaders not only evaluate calls coming into the call center but also score the cases associated with the website feature “Ask Polaris”—a 24/7, self-service function where dealers can ask questions about products and services, then generate an electronic case if further assistance is needed—for a more complete agent evaluation.

Successful agents are now saying ‘I know I can improve if I use the tools that are available to me.’ They are better able to self-manage, can change how they approach multi-channel interactions and work to improve them.”

Lauren Christiansen
Dealer Support and Customer Services Manager
Polaris

Result

With Calabrio WFM and Quality Management, Polaris call center leaders maintain greater confidence in the quality of service delivered by all of its agents and teams, and the quality of evaluations delivered by managers. By integrating multiple channels—phone and online interactions—into its quality monitoring strategy, Polaris can more comprehensively evaluate support services and more easily report the information to leadership. There’s greater consistency across teams since everyone clearly understands what’s expected of them. And, thanks to simplified case scoring and the knowledge that scores are based on a standard set of metrics, agents are more satisfied and better able to self-direct their work.

In addition, Polaris now can monitor service level changes when the Ask Polaris feature goes down to ensure greater consistency and communications across teams regardless of the application.

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