Contact centers in the Energy and Utilities (E&U) industry require a high level of expertise to efficiently handle complex billing inquiries, address customer vulnerabilities and manage debt collections, all while adhering to stringent regulations. However, traditional E&U industry training solutions often fall short as they lack the depth of immersive, scenario-based simulations needed to adequately prepare agents with the skills and confidence required to excel in real-world situations and complex interactions. WNS’ Digital Simulated Training Environment revolutionizes Customer Experience (CX) in Utilities by leveraging AI-driven, interactive training modules. These modules allow agents to independently practice voice, chat, email interactions, and system navigation. Seamlessly integrated with WNS EXPIRIUS, our cutting-edge digital CX model, WNS’ Digital Simulated Training Environment, equips agents with the agility and skills needed to deliver exceptional service quality.
Accelerate agent skill development to achieve superior outcomes by minimizing productivity loss, reducing errors, and mitigating financial risks with the advanced features of WNS’ Digital Simulated Training Environment:
Equip your agents with comprehensive, hands-on training across diverse systems and process flows, featuring advanced e-learning and self-practice opportunities with immersive, real-world scenarios
Empower your agents with an advanced learning experience to master voice, chat and email interactions driven by an AI /NLP-based simulator. With both guided and unguided modules and multi-lingual support, this tool hones communication skills, preparing agents to manage customer interactions with precision and confidence
Conduct mock-ups and assessments while tracking key metrics to identify training needs, ensuring that your agents deliver high Customer Satisfaction (CSAT) right from the start
Accelerate issue resolution with streamlined processes leveraging Root Cause Analysis (RCA) and AI-driven insights
Leverage advanced analytics to proactively minimize escalations, implement effective resolutions, and reduce feedback loops, enhancing overall customer satisfaction
Boost CSAT scores and Net Promoter Score (NPS) ratings by strengthening agent capabilities and standardized training practices for driving CX Excellence across Energy and Utility companies
A 20 percent reduction in training time, accelerating the learning curve
A 25 to 30 percent productivity increase among new hires during on-the-job training
Increased agility and speed to proficiency, leading to a 27 percent improvement in NPS ratings