Customer Care Agent Video
Title: Customer Care Agent Job Expectations
Tools: Vyond, Audacity, Camtasia
Client: FreseniusRx
Context: This video explains the job expectations of a customer care agent working for FreseniusRx.
Length:
Short version = 4 minutes
Long version = 13 minutes (includes a mock call)
Challenge
FreseniusRx was experiencing a 33% attrition rate among newly hired Customer Care Agents within their first 90 days of employment. Once the new hire was working in the role, they realized the job expectations did not align with their life outside of work. They found the role to be very managed without flexibility. The challenge for the hiring managers was how to portray this working environment to the candidate during the interview process to be very clear on the job expectations. This would allow the candidate to make a better decision on if this job was right for them.
Solution
The candidate is given this explainer video prior to attending the interview with the Customer Care hiring managers. This fosters better conversation around the job expectations and the working environment, giving the candidate a clear understanding of what type of role they are applying for and the work-life balance.
Result
This solution is currently in progress.
Video implementation: April 1, 2024
Evaluation: October 2024
Attrition Rate results: November 2024
Customer Care Agent Job Expections
Including a mock call
Length: 13 minutes
During development, the stakeholders wanted to add an experience for the candidate to see an example of a call they might have with a patient. Two employees (one playing the agent and one playing the patient) did a mock call inside our MAX Agent program to show how an agent would interact with a patient while multitasking in several different programs on the computer.
The video was exported from Vyond and imported into Camtasia to edit and add the mock call within the Vyond video.