How Credit Repair Cloud boosted their operational capacity and cut their first reply time with Kaizo

We spoke with Dani Healy, Customer Happiness Manager at Credit Repair Cloud about how Kaizo has managed to drastically decrease their team’s first reply time and increased their tickets solved.
SHARE:

Meet Credit Repair Cloud

Credit Repair Cloud is the world’s first cloud-based credit repair software and CRM that powers the credit repair industry. With an innovative method that automates the process to correct errors on credit reports, they now help manage and track the growth of 3000+ companies around the world.

Credit Repair Cloud’s remote customer support team have been using Kaizo for 3 months and have been making the most of a combination of the Dojo and Scorecard features. We spoke with Dani Healy, Customer Happiness Manager at Credit Repair Cloud about how Kaizo has managed to decrease their team’s first reply time by 50% and increased their tickets solved by 30%.

Operational Capacity

When applied to daily operations, the combination of gamification and detailed metrics insights can have a major impact on the productivity and capacity of customer support teams. Since using Kaizo, Credit Repair Cloud has seen a substantial increase in their agents’ capacity in terms of tickets handled and public comments per hour. 

Ticket Handled & Comments per hour

With Kaizo, Credit Repair Cloud is able to achieve more with the same amount of agents. With a noticeable increase in agents’ drive, they have seen a 30% spike in their overall productivity.

“A month after we started using Kaizo, we noticed that agents were clearing their entire ticket queue before closing. This never usually happened. When it started happening regularly we thought, ‘‘Ok is there fewer tickets coming in?’ Upon review, we actually had received 1000 more tickets than the previous month. The same happened with our comments per hour, we increased our output by 30% in just a few months. The categorization of skills into quality, speed and productivity have allowed our agents to improve more specifically, focussing more on areas that are needed. Also, the points and levels incentivization for achieving their goals along with QA rating has created the perfect balance between quality and quantity when it comes to answering tickets.”  – Dani Healy

Utilizing a combination of the goal-setting and QA rating features, Credit Repair Cloud can now solve more tickets to a higher quality with the same amount of agents (10). The goal-setting has made agents more driven to receive more productivity points and as a result, has made them more confident and productive. To ensure that this higher turnover of tickets is to a high quality, team leads use the QA rating feature within the scorecard to review and collaborate with agent for improvement. As a result, Dani hasn’t had to hire more staff during periods of increased work and has never seen a higher quality of service.

Response Speed

Since implementing Kaizo, the Credit Repair Cloud team has been able to significantly increase the speed in which they answer tickets. Between increasing agent motivation and education for improvement, Credit Repair Cloud’s agents have been exponentially boosting their response efficiency by 50%. 

First Reply Time

According to Dani, one of the most crucial benefits her team has experienced with Kaizo is a substantial decrease in their first reply time.

“Before we started using Kaizo, we were creating time-consuming weekly reports based on key metrics for 1:1 meetings to find areas for agents’ improvement. These were often a hassle to put together and the agents barely looked at them. So when it was time for their weekly meetings they would quickly grab their data and realize, whoops my first reply time is up this week. Now with Kaizo, with the real-time point allocation and goal-setting, our agents are more aware and accountable for their performance, especially with speed.  The sleek, easy to use interface has helped our agents visualize their goals, which was something that we hadn’t thought of and it has really helped with productivity. Since using the in-game points as a benchmark, we have cut our first reply time by 50% and our customers have thanked us for it.”

Leveraging Kaizo’s gamified skill evolution and goal-setting features, the Credit Repair Cloud agents can now quantify their own performance and can assess their progress in real-time. The challenge of achieving their self-set goals and the reward of points for successes has created a sense of accountability for agents’ own performance. This has helped self-educate and motivate agents to continually improve their first reply times. As a result, their agents are now able to work collaboratively with their team leads to pinpoint areas they need to improve on in real-time. This eases the pain of team leads having to compile data and tell their agents where to improve. Now agents are able to see this themselves in real-time and are motivated to continually improve their performance.  

____________________________________________________________

After only three months, Credit Repair Cloud are just getting started with Kaizo, with a number of significant benefits to show for it. We can’t wait to continue working with them and see how we can help them develop even further as they continue to use Kaizo.

Want to see how Kaizo can increase your team’s operational capacity and response speed? Try it now!