The Challenge
Harte Hanks had previously eliminated role-playing exercises from their remote training program after finding they couldn't provide adequate one-on-one attention in the virtual environment. This change began impacting key performance metrics, with handle times increasing and first-call resolution rates declining.
To assess the situation, the Reddy team immersed themselves in Harte Hanks' Manila call center, working overnight shifts for two weeks to understand the flow of their six-week training program and four weeks of nesting. This hands-on evaluation revealed the need for an innovative solution that could effectively reintroduce role-playing in a remote setting.
The Solution
Within one month, Reddy developed and deployed 35 custom simulations integrated with Harte Hanks' existing Learning Management System. These simulations reinvented role-playing for the remote environment, focusing on both process training and essential soft skills like active listening, empathy, and rapport building.
Working hand-in-hand with Harte Hanks' L&D team, Reddy is helping reshape the entire curriculum, with the goal of making simulations 60% of classroom time.
Training Sim
Custom simulations tailored to Harte Hanks' specific customer scenarios. Agents practice handling real situations with immediate feedback, building confidence before live interactions.
Auto QA
Automated quality analysis eliminated manual scrubbing, enabling managers to focus on strategic coaching rather than administrative tasks.
The Results
The impact of this transformation was immediate and significant. Since implementation, agents have completed approximately 7,500 simulations, leading to measurable improvements across all key metrics.
The partnership has evolved into a comprehensive curriculum redesign project, with Reddy's EdTech experts working alongside Harte Hanks to build training programs that maximize AI capabilities.
"With reduced ramp times and smarter training, we're seeing tangible results that impact every aspect of customer care."
— Ben Chacko, Managing Director, Harte Hanks