WOW24-7
Improved customer support quality
Talaera’s communications training for customer support helped WOW24-7 resolve customer support tickets 17% faster and respond to customers 12% faster, leading to thousands of savings every month.
with Talaera:
17%
Faster ticket resolution, from 15m 38s to 13m 2s after the training
12%
Faster support ticket response time, from 41s to 36s after the training.
$10k
Estimated monthly savings after implementing Talaera
About
WOW24-7 provides global customer support services. With teams handling complex customer conversations across regions, clear communication is essential for resolving questions quickly and delivering high-quality customer experiences.
Industry
Outsourcing & Offshoring Consulting
Company size:
1,000 employees
Headquarters:
Texas, United States
The challenge
Slow Ticket Resolution
Different communication styles and unclear phrasing slowed down response and resolution times, affecting team productivity.
Handling Difficult Conversations
Agents needed stronger Business English language tools and confidence to manage dissatisfied customers and resolve issues effectively.
Inconsistent Support Quality
Variability in English proficiency led to inconsistent customer experiences and required frequent message rewrites and clarifications.
The solution
Talaera delivered a tailored five-session group program designed specifically for customer support teams. Agents practiced real scenarios, from describing services and clarifying customer needs to handling tough conversations and speaking up confidently. With flexible scheduling, personalized feedback, and a curriculum built around WOW24-7’s tickets and customer interactions, the team saw immediate improvements in clarity, tone, and efficiency.
17%
Faster ticket resolution, from 15m 38s to 13m 2s after the training
12%
Faster support ticket response time, from 41s to 36s after the training.
$10k
Estimated monthly savings after implementing Talaera
Effective Communications for Customer Support Training
The goal was to level up their global support team’s business English communication and empower them to handle customer interactions more effectively and efficiently, ultimately improving key performance metrics.
In January 2024, Talaera delivered a specialized five-session group course for the WOW24-7 team. The training was custom-tailored to the specific needs of customer service professionals, focusing on practical language skills that could be applied immediately.
The course curriculum included four key modules:
- Language for Customer Success: Focusing on how to describe the company and its services.
- Understanding Problems and Customer Needs: Training on active listening, clarifying details, and effective information gathering.
- Dealing with Dissatisfied Customers: Providing tools and phrases for handling difficult conversations, fixing problems, and saying “no” politely.
- Debating and Speaking Up: Building confidence in sharing opinions, agreeing, and disagreeing professionally.
A comparison of support metrics from the month before the course (December 2023) to the month after (March 2024) revealed significant improvements in team performance.
- Median Time To Close Dropped. 17% reduction in the total time from a conversation’s start to its resolution, from 15m 38s to 13m 2s.
- Faster And More Confident Responses. 12% decrease in the time taken to reply to customers during a conversation, from 41s to 36s.
- Excellent Ratings From Participants. Agents rated the Talaera training 10/10 in relevance, usefulness, and teaching quality.
Talaera’s Training ROI
The impact goes well beyond participant satisfaction. By trimming just 2.6 minutes off each support ticket, an agent handling 30 tickets a day saves around 1.3 hours daily. At an average rate of $20/hour, that’s about $26 saved per agent, per day. With a 20-person team, the time savings alone add up to roughly $10,000 every month—not to mention the additional benefits of higher customer satisfaction (CSAT scores) and stronger retention.
What Learners Said About Talaera
“I’ve seen a great improvement in verbal communication, especially on calls where being fluent and positive is essential. I would definitely recommend Talaera’s course. It improves efficiency, day-to-day communication, and creates a strong team bonding experience.”
Mariia
Team Lead at WOW24-7
