FleetCor reduced agent ramp time from 3 weeks to 3 days

Global business payments company used Zingtree to improve agent productivity and reduce ramp time by 85%.

Posted on
CornerCorner

Organization:

FleetCor

Industry:

Technology

Type:

Global Business Payments

Products used:

Agent Scripting

Objectives:

Improve customer support by: 

  • Reducing agent ramp time
  • Standardizing processes
  • Removing complexities

The challenge

FleetCor processes billions of transactions every year in over 100 countries. As a leading global business payments company, they depend on agents to provide customer support that’s as innovative and comprehensive as their payment products and services. Unfortunately, various complexities left agents bogged down by long training times for new staff (up to 3 weeks) and siloed teams, both of which led to inconsistent customer outcomes. 

Mike Jennings, Vice President of UK Operations at FleetCor, knew he needed to implement a consistent and standardized approach that reduced complexities for agents as well as demonstrated an ROI. He required a solution that allowed for more fluidity of resources by cross training agents, underpinned by decision trees that worked across the entire operation. 

Thankfully, Jennings was familiar with Zingtree.

The implementation

Jennings had implemented Zingtree in a previous role and felt that its usability, customization options, and integration with Service Cloud, which allowed for a reduction in processing time, made the Zingtree platform a perfect choice for FleetCor.

"I'd previously worked with it so knew how good it was," Jennings explains. "[At FleetCor], I appointed a Knowledge Architect who builds all our trees. Where help is needed, the support from the Zingtree team has been outstanding."

FleetCor uses Zingtree to empower its agents.

The impact

"Our agents love Zingtree," Jennings says. "It’s a new tool and it gives them a level of support they’ve never had before."

With Zingtree's agent call scripts and decision trees, FleetCor is able to onboard and train agents faster than ever before. Ramp time was reduced from 3 weeks to just 3 days. And training doesn't stop after onboarding. Agents also enjoy constant support through the Zingtree platform, even when management is not immediately available. Zingtree gives agents the confidence to upskill—Jennings notes that FleetCor's agents are more likely to self-learn new product types because they have Zingtree to fall back on.

For FleetCor, the benefits are clear. In addition to reducing agent ramp time, Zingtree's solutions have helped improve agent productivity by 13%. Jennings also reports that the multi-skilling of staff across numerous skill sets made possible through Zingtree has allowed FleetCor to realize economies of scale and reduce headcount.

"It's really moved the dial for us," Jennings says. "It's helped us get the basics right by getting our knowledge and processes into a far better place. On the back of this we've been able to really progress as an operation both for the business, colleagues, and customers alike."

About FleetCor: 

FLEETCOR Technologies is a leading global business payments company that simplifies the way businesses manage and pay their expenses. The FLEETCOR portfolio of brands help companies automate, secure, digitize, and control payments on behalf of their employees and suppliers.

About Zingtree: 

Zingtree is a no-code, interactive decision tree tool that helps your employees and customers navigate complex, consequential, and changing processes so they can take the next right action. 

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