AT A GLANCE:
VOLUME: Polaris agents support 1,800 dealers across the globe
PRODUCTS USED: Calabrio Quality Management, Calabrio Workforce Management
Needed to evaluate phone calls and website inquiries.
Calabrio ONE provides Polaris with multichannel quality monitoring for improved agent satisfaction and higher-quality customer service through integrated QM and WFM.
Polaris Improves Customer Experience with Calabrio ONE
CASE STUDY: POLARIS
Powersports Vehicle Manufacturer improves multichannel customer service
Calabrio Quality Management and Workforce Management help streamline contact center operations
At Polaris, they take fun very seriously. With the company creed – “Understand the riding experience. Live the riding experience. Work to make it better.” – etched on the entrance of each location, Polaris is passionate about ensuring the highest quality customer experience possible for its powersports vehicles. The company believes in helping its customers find a break from the fast-paced world filled with cell phones, pressure and demands. Polaris’ innovative, high-quality lines of off-road vehicles, ATVs, snowmobiles, motorcycles and on-road electric-powered vehicles allow customers to escape everyday chaos and find sanctuary and excitement in locations where only powerful Polaris vehicles can take them.
Polaris doesn’t consider itself to have a typical call center. While it has agents across six contact center sites, support groups tend to be smaller and more remote than most traditional call center operations. Because of this, the company relies heavily on automation and technology to enable agents to push the envelope on the standard call center experience. What the company was missing, however, was a way to measure the consistency and quality of multi-channel interactions agents were providing for the 1,800 dealers that are a part of the global Polaris dealer network. The company set about finding a solution that would integrate multiple communication mediums into one comprehensive report. Polaris wanted to identify standard processes for their agents in order to ensure a consistent and better customer experience.
In addition to achieving greater customer service quality across call center teams and agents, Polaris also desired a flexible, multichannel solution that could deliver consistent evaluation metrics for agents across dealer, technical and customer service teams as well as seamlessly incorporating critical website support features. Polaris found that the integrated Calabrio ONE suite not only delivers a consistent set of evaluation metrics for agents, but also has the capability for agents to have a complete record of interactions, whether through the website or the call center.
The Ask Polaris feature on the Polaris website is a self-service function that allows dealers to ask questions about products and services and generate an electronic case if further assistance is needed. The company quickly learned that 50% of its calls were driven by Ask Polaris when dealers needed additional support or to take advantage of 24/7 availability. With Calabrio Quality Management, Polaris was able to easily integrate these cases into the system so agents could access more information when assisting dealers. Polaris is now able to not only evaluate calls coming into the call center, but can also score the Ask Polaris case associated with the call for a more complete agent evaluation.
Since implementing Calabrio Quality Management, Polaris sees greater confidence in service quality from agents, evaluators and management during evaluations. By integrating multiple channels, both phone and online interactions, into its quality monitoring strategy, Polaris is able to evaluate support services more comprehensively and easily report the information to leadership. There is greater consistency across teams as everyone has a clear understanding of what’s expected of them. Agent satisfaction has increased with the knowledge that scores are based on a standard set of metrics.
With Calabrio Workforce Management, Polaris is able to monitor service level changes when the Ask Polaris website goes down. As a result, Polaris’ multichannel strategy is achieving greater consistency and communications across teams regardless of the application.
Polaris management embraces how Calabrio ONE simplifies case scoring and each has a positive impact on agents’ ability to self-direct. “We have seen success with agent evaluations and how they’ve used their annual review score,” said Lauren Christiansen, Dealer Support & Consumer Service Manager at Polaris. “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.”