Case Study: Financial Services Contact Center achieves faster ramp-up and improved first-call resolution with mLevel

Financial Services Contact Center - Customer Case Study

Financial Services Contact Center needed to expand support for a new product beyond its SME team and shorten ramp time for new reps while improving first-call resolution. They engaged mLevel to pilot a game-based microlearning approach that could be delivered at workstations and kiosks to maximize downtime and practice call handling and product knowledge.

mLevel created a targeted mission combining microlearning activities, kiosks in break rooms, and leaderboards to drive friendly competition and social accountability. The program produced measurable results: 11% increase in issue resolution, 5% increase in first-time call resolution, 17% increase in representative knowledge, 700 hours saved from a 24% reduction in ILT time, and instructor-led prep cut by about 3–4 hours down to 20 minutes.