Case Study: Large Call Center achieves 75% faster agent time-to-proficiency with ScreenSteps

Contact Center Cuts Employee Ramp-Up Times By 75%

Large Call Center, a Business Process Outsourcer, was struggling with slow onboarding—new agents typically took about 60 days to reach proficiency, with high handle and hold times and uneven confidence on complex calls. To fix this, they implemented ScreenSteps’ knowledge-base and training tools, including step-by-step call flows, formatted articles, search functionality and a Chrome extension integrated with their ticketing system.

By training agents to use ScreenSteps to “help themselves” and building classroom scenarios around its content, Large Call Center cut time-to-proficiency to 15–20 days (down from ~60), decreased handle time from 1.5x to 1.2x production (a 20% drop) and hit 100% production-level handle time within 30 days; hold time also fell and QA scores remained high. ScreenSteps delivered scalable onboarding that produced the best-performing new-hire classes and simplified ongoing training for multiple cohorts per year.