Tech Mahindra provides technology and business-process services across client programs. Its teams need practice that reflects each program's requirements and feedback that goes beyond following a fixed script.
Moving beyond preloaded scripts
The team's earlier simulator depended on preloaded scripts and had limitations in how it scored practice.
Our simulator tool was heavily dependent on preloaded scripts and less capable of scoring agent practice accurately.
Denessy RoderoManager - Business TransformationCreating relevant practice
Solidroad lets the team configure simulations and scorecards around the situations agents need to handle. The scorecard defines the skills and steps that matter for the exercise, so practice can be reviewed against the program's requirements.
The ease of creating simulations and scorecards was key to getting our team onboard quickly.
Denessy RoderoManager - Business TransformationFeedback tied to the exercise
The training workflow combines a scenario with criteria for reviewing the attempt. That gives the team a way to create practice around its own requirements and review how agents perform within the exercise.
