The problem:

SKY call-center attendants were struggling to correctly process VIP calls that were routed to the cell, causing multiple complaints to reach the ombudsman services.

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The solution:

After the savvy start meeting, I understood that the company's need was to make call-center agents understand how special and demanding VIP customers were. So, I proposed an Instructo-Led course with a behavioral focus, seeking to stimulate the valorization of VIP clients, along with a technical simulator, demonstrating the resolution of the three main types of problems faced by the cell.

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