The Challenge

Golden Gates Consultants is a business consulting firm specializing in data analysis, staffing, and CCaaS solutions. They provide tailored services to clients internationally across automotive, logistics, construction, and e‑commerce industries.

The company secured a CCaaS contract with a franchise automotive repair company in the USA and a leading towing dispatch software company. However, they lacked specialized training materials tailored to the distinct needs of the two clients. All of this needed to be completed within a two‑month timeframe.

The Solution

• Assess: Interviewed Golden Gates leadership and client stakeholders to map workflows and identify software tasks

• Curriculum Development: Broke down roles into core skill sets such as call handling, client service language, and separate training tracks for both departments.

• Platform Integration: Chose Google Classroom, since Golden Gates already used Google Workspace,

• On-site Training: Each session was 3 hours, focused on software walkthroughs, role-playing, and live Q&A. Enabled real-time status monitoring so management could see module completion rates and quiz scores. Handled software troubleshooting, call simulations, and shadowing exercises

Results

• Delivered full training curriculum and classrooms within 50 days, beating the 60-day deadline by 10 days

• Average completion rate of 100% on all modules before launch

• Pre-training assessment average: ~30% competency

• Post-training assessment average: 90% competency

• 100% of trainees were ready to handle live calls on launch day.

• Within one month post-launch, each team handled an average of 120 calls per day with a 95% accuracy rate.

• Both contracts renewed at 6-month mark; Golden Gates added two more contracts in the following quarter