Learn how Verizon used assessment tools and support from CMI Assessments to improve its bottom line. Read the case study results.
The Challenge
Verizon B2B and B2C training departments conduct a regular schedule of product training roadshows. Verizon calls this traveling extravaganza their Business and Consumer Product Showcase.
Each year the return-on-investment must be quantified in order for these departments (and this training) to continue to be funded.
It is a difficult task to measure the impact of this training due to the thousands of call center agents involved across the network. Furthermore, union contracts stipulate how these assessments can be implemented. This customized assessment need proved no challenge for CMI Assessments.
The Solution
Both Verizon Consumer and Business groups tested and requested CMI Assessments be engaged to serve as the “independent assessment firm” to measure training return-on-investment.
CMI Assessments promptly built and administered a customized assessment tool for each product type. These proprietary assessments were delivered via the CMI Network platform.
Within 30 days of Verizon’s requisition, CMI Assessments distributed these online sales assessments to call center managers and other key employees across the U.S. and parts of the Caribbean.
The Result
Benchmarks were established for each call center throughout the Verizon ecosystem based on actual test scores.
In addition, the groundwork by CMI Assessments allowed for a variety of milestones to be set for each new product launch to ensure training was consistently applied. Verizon-owned call centers were compared to outsourced centers to measure the relative effectiveness of each mode of service delivery.
CMI Assessments’ success with Verizon’s American call centers prompted the analysis of their International call centers. The goal… to determine which centers were providing the most profitable, high-quality service to Verizon customers. The return-on-investment was deemed attractive by Verizon senior management. As a result, Verizon decided to continue funding both the Business and Consumer Product Showcases.
