Scaling Training for 20,000+ Field Agents

Overview

A private sector bank used Comsync to train more than 20,000 frontline reps. The rollout focused on preparing people for customer conversations and improving knowledge transfer across the team. The customer remains anonymous.

The challenge

The bank needed a consistent way to prepare new hires and transfer product and conversation knowledge across its frontline. Reps needed practice they could apply when speaking to customers.

The approach

Comsync brought training, realistic practice and feedback into the team’s workflow. Setup was completed in less than two weeks. The team then observed the rollout’s impact over a period of two months.

Key metrics

Results

Over two months, the rollout saw a 50% increase in closed deals and a 50% reduction in ramp-up time for new hires, alongside better knowledge transfer. These are reported results from this customer rollout.