HD Supply's GREAT Customer Experience Training

HD Supply’s GREAT Customer Experience program is a joint initiative launched by Training and Coaching (Quality Assurance) to provide contact center associates with the knowledge, skills, and abilities to deliver an exceptional customer experience. Participants engage in interactive eLearning with gamification, video, and audio examples demonstrating both positive and negative behavioral examples of HD Supply’s GREAT competencies. Coaches randomly select and rate three calls per associate per month. Individual scores are reported monthly to the business leaders, with special recognition for associates who achieve 100 percent ratings.

Coaches saw an average increase of 16 percent in terms of GREAT behavioral anchors witnessed during call monitoring. In addition, total "add on to order sales by customer care reps" increased 39.8 percent vs. the previous year.