Case Study: ERC achieves higher collections and improved employee satisfaction with Zenarate AI Coach

ERC Develops Top Performing Customer Facing Teams Using Zenarate AI Coach

ERC, a major business process outsourcing provider, sought to elevate customer experience by developing more confident and skilled customer-facing teams. Their challenge was to find a scalable technology solution that would improve employee confidence, boost KPI performance, and reduce attrition. To address this, the company partnered with Zenarate to implement its AI Coach simulation training.

Zenarate’s AI Coach provided agents with life-like conversation simulations and real-time coaching, allowing them to master critical call scenarios before engaging with live customers. This solution delivered significant results for the customer, including an immediate lift in dollars collected, higher employee satisfaction scores, and a reduction in both nesting time and 30-60 day attrition. The success with Zenarate was so pronounced that it became a key selling point for the company when pitching to new clients.

ERC

Shantel

VP of Talent Development