Impact Learning Systems Client Motorola Makes Significant Strides in Improving Customer...

Impact Learning Systems Client Motorola Makes Significant Strides in Improving Customer Communication, Resolving Issues

Motorola Unit Enjoys 10 Percent Rise in Customer Satisfaction, 56
Percent Improvement in Problem Resolution Rates Through Impact
Learning Systems/SSPA Program
SAN LUIS OBISPO, Calif.--(Business Wire)--
Impact Learning Systems International, a creator of programs
designed to increase a company's bottom line by improving the
communication skills of sales and service agents, today announced that
its client Motorola has realized significant benefits from utilizing a
customer service training program designed to further improve the
Fortune 500 company's client relationships.

Already recognized by Fortune magazine as one of the world's most
admired companies and included in BusinessWeek's list of strongest
brands, Motorola turned to Impact Learning Systems and the Service and
Support Professional Association (SSPA) to further separate itself
from competitors.

Specifically, Motorola sought to bring its customer relationships
to an even higher level by aligning its services business around the
true needs of customers while developing and executing a closed-loop
corrective action process for customer-impacting issues. At the same
time, it also desired to continue to attract, develop and retain a
world-class workforce as well as further cultivate employee skills to
achieve business objectives and enable growth.

Through SSPA and Impact Learning Systems, Motorola implemented a
customer care training program designed to achieve excellence. The
SSPA supports the IT industry through certification standards,
education and business improvement solutions, while Impact Learning
Systems serves as the exclusive provider of training for SSPA's
Support Staff Excellence program. As an industry leader in customer
service training, Impact Learning Systems provides a comprehensive
learning system as well as call center training to support the
education, coaching, validation and recognition goals that are
essential to sustain results.

To establish a valid return on investment analysis for the
project, Motorola hired TNS Prognostics, a customer satisfaction
measurement company, to independently evaluate and compare customer
satisfaction surveys before and after the training. "The analysis
demonstrated a 10 percent rise in customer satisfaction and a 56
percent improvement in call resolution rates," said Jennifer Edwards,
Training Program Manager for Motorola. "These are exceptionally high
performance improvement statistics. The results are even more
impressive given that our teams already had high customer satisfaction
ratings prior to the launch of the Impact Learning Systems program."

As a result of its achievements through the Impact Learning
Systems/SSPA program, Motorola was recently awarded SSPA's Support
Staff Excellence award.

"Winning at Motorola means that we are relentless in our pursuit
of improving customer satisfaction," said Mike Horton, Senior Director
of Motorola's Home & Networks Mobility Division. "We couldn't be
happier with the results. The SSPA and Impact Learning Systems helped
us surpass our service commitment goal to our customers."

More than 240 Motorola engineers and managers successfully
completed the program in approximately 10 weeks. To ensure
reinforcement of the new skills on the job, the initiative also
included a training program for managers and supervisors called Making
It Happen(TM), which reinforced the newly acquired skills through the
use of positive coaching techniques. After passing a skills test,
Motorola engineers and managers received certification and industry
recognition through the SSPA.

Impact Learning Systems customized its program for Motorola based
upon its Essentials of Technical Support Communications(TM) Customer
Service Professional (CSP-I) certification which includes seven
web-based modules.

"Changing behavior requires more than just training front-line
employees," said Malcolm Carlaw, president, Impact Learning Systems.
"The key to sustained behavior change is preparing employees for
learning, involving managers in the entire learning process, and
recognizing service excellence."

Delivered to engineers and managers in disperse geographical
locations, Impact Learning Systems provided a convenient model for
training Motorola's employees. Using online modules, Motorola's
employees could complete the initial training at their own pace in an
effort to avoid adversely affecting service levels during the
training.

"Providing our member companies with strategic tools to help them
measurably improve service metrics is what we do best," said Stephen
Smith, Executive Director of The SSPA. "Based upon input from our
members, the SSPA and Impact Learning Systems created a true industry
best-practice certification that provides companies like Motorola with
a significant advantage over their competitors."

About Impact Learning Systems

Impact Learning Systems International helps companies increase
their bottom line by improving the communication skills of their sales
and service agents. As industry leaders in understanding and improving
the representative/customer interaction, Impact offers training,
consulting and customized services to help the world's most successful
companies build top-performing teams. www.impactlearning.com

Activa PR
Marina Greenwood, 415-776-5350
marina@activapr.com

Copyright Business Wire 2008