Customers: Petro-Canada

Before Click2Coach^®, supervisors at Petro-Canada manually recorded and evaluated agent-customer interactions to ensure high-quality customer experiences. Agent evaluation was time consuming from reviewing specific recorded conversations to in-person coaching sessions to calibrating, communicating and retrieving specific evaluations outside a unified delivery system. With Click2Coach, Envision’s automated coaching system, Petro-Canada was able to automate storage of its recorded agent-customer interactions and deliver a system to develop, coach and train agents more effectively. Now Petro-Canada uses its resources more wisely and has quadrupled the number of evaluations it completes per agent. “We had the information,” said Sandy Bailey. “However retrieving the tapes, evaluating and coaching agents was time consuming as we did not have fast and easy access to manage the process.” As Petro-Canada has moved to a hybrid business model including partnerships with outsourcers who service their customers, Click2Coach has provided a seamless and easy system to improve agent effectiveness regardless of their location. Effective and efficient, Click2Coach ensures that Petro-Canada agents adhere to the company’s stringent guidelines for delivering legendary customer experiences that improve customer satisfaction. Read the complete success story.

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"With Click2Coach we reduced the time required to retrieve and evaluate customer-agent conversations from hours to minutes."

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