PAKRA success story starring Chaya, the Chatty VP of Training. Learn how Chaya was challenged with consistency issues among her agents, long average handle times for customer chats and the task of training 500 new agents in five months for a new client. See how PAKRA Console and PAKRA Analytics helped better prepare agents, taught active reading and comprehension skills and helped reduce on-the-job training time.

1. PAKRA Success Story
starring
Chaya, the Chatty VP of Training
www.pakragames.com

2. Our customers
are reporting
low satisfaction Our Netpromoter
in dealing with score is high
our customer- because of our
service agents sales training,
via live chat … but the first
chat resolution
score is
down, down, down
Our average CSAT
score is 49%. They
are all blaming it on
training???
www.pakragames.com

3. There also seems to be a lack of
consistency among our agents. Hmm!
And then wait, there’s more. A long
average handle time for customer chats.
What a mess!
And I have to train 500 new agents in
the next five months because of ramp-up
for a new client.
No vacation for me!
www.pakragames.com

4. Chatty_chaya:> (7:32 pm) Aargh! I can’t go
Galpal_42:> (7:33 pm) What do you mean – you can’t go? What happened?
Chatty_chaya:> (7:33 pm) I am telling you my friend…  Our main client
wants to ramp up. 500 agents I have to hire. How
many trainers I have to retrain. Scores are down.
Galpal_42:> (7:34 pm) It can wait. Beaches, pina colada, cosmo – think what
you will miss Yaar! 
Chatty_chaya:> (7:35 pm) If I wait, the client will not, they will give our work to
the vultures waiting at the door
Galpal_42:> (7:35 pm) What are you saying? What vultures?
Chatty_chaya:> (7:36 pm) Competitors! Go have a good time. Next time!
www.pakragames.com

5. the challenge
In charge of the outsourced customer-contact
center for a large telecom client company and
trying to transition to more chat-based support,
Chaya has a big challenge:
www.pakragames.com

6. the PAKRA® solutions
Chaya deployed highly engaging and immersive PAKRA®
Games to:
• Prepare agents for successfully dealing with customers via any mode of
communication, with a special concentration on concurrent chat interactions
• Teach agents active reading and comprehension skills
• Have trainers do targeted training based on learners needs
• Reduce 6 weeks of on-the-job training to 1 week of practice
Chaya used the PAKRA® Console and PAKRA® Analytics
to:
• Manage agents’ learning and training assignments
• Track real-work performance metrics
• Monitor trainers and team leaders coaching and training activities
Now other clients are requesting Chaya to lead their ramp-ups, and
her Operations VP is pleased with reduced Ops-Margins
www.pakragames.com

7. the results
PAKRA Games
are fun!
By implementing PAKRA’s
custom solutions created
for the contact center,
PAKRA Games Chaya’s customer service
seemed so real.
It was just like agents:
chatting with
our clients! • Increased CSAT scores
from 49% to 76%
• Decreased average handle
Customers aren’t
typing their time from 17.5 minutes to
messages in all
caps anymore!
14.3 minutes
www.pakragames.com

8. Chatty_chaya:> (10:52 pm) How are you Mr. Gupta? Are you calling from
the Maldives?
Ops_007:> (10:52 pm) Yes! Chaya. I hear that our client is thrilled.
Chatty_chaya:> (10:53pm) Agents are happier, more prepared and doing
a better job, which directly led to more
satisfied customers  … And our trainers
were able to ramp up our new hires using PAKRA
Ops_007:> (10:53 pm) I heard also Ms. Mukherjee that the client is
expanding the contract to social channels.
Can PAKRA help?
Chatty_chaya:> (10:54 pm) Well! I will ask them. But this is good. Btw: I have
to take vacation before any more expansion
happens –hope that’s ok with you Mr. Gupta. 
Ops_007:> (10:55 pm) When are you taking vacation?
Chatty_chaya:> (10:55 pm) Very soon. Beaches beckon!
www.pakragames.com

9. Create your own Success Story
Contact PAKRA®
• Implement optimized customer-service processes
• Hire, train and retain your agents effectively and
efficiently
I CRUSHED my
competition.
Let’s chat!
www.pakragames.com