The Challenge
Morgan & Morgan faced a frustrating cycle: extensive training periods followed by high attrition meant they were constantly starting over. New intake specialists required significant ramp time before reaching full productivity, and too many left before they ever hit their stride.
The before/after breakdown told the story clearly. Too much time was spent in training and ramp phases, with too little time at full productivity. This 'hamster wheel' effect created a drain on resources and limited the team's ability to scale effectively.
The Solution
Morgan & Morgan partnered with Reddy to fundamentally reshape how new hires prepare for success.
The transformation was visible in the numbers. After implementing Reddy, agents spent less time in training and ramp phases and more time at full productivity.
Training Sim
Intake specialists practiced handling real case scenarios in a safe environment. They built confidence through repetition and received immediate feedback on their performance.
Analytics
Leadership gained visibility into agent readiness and performance trends, enabling data-driven decisions about when agents were prepared to handle live cases.
The Results
The impact was substantial and immediate: 6 weeks reduction in ramp time, 40% reduction in attrition, 20% higher productivity, and 75x return on investment.
The shift was dramatic. Where the team once struggled with a revolving door of undertrained specialists, they now develop confident professionals who stay and grow.
"Reddy transformed our intake team from a cost center into a revenue driver. Our specialists feel prepared from day one, and it shows in every metric that matters."
— Operations Leadership, Morgan & Morgan