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NitroType.com Access Request

Improving Customer Service Response Times & Team Morale

Call Center Performance Enhancement Initiative

Created by: Kevin Welch | Concentrix Advisor II, Customer Service

What is NitroType?

Overview

• Free, educational typing game created by Teaching.com
• Competitive multiplayer racing format that makes practice engaging
• Used in K-12 schools nationwide for typing education
• Tracks Words Per Minute (WPM) and accuracy metrics

How it works: Players race virtual cars by typing passages. Faster and more accurate typing = faster car speed. Races last 1-2 minutes, making them perfect for short breaks between calls or during low-volume periods.

Call Center Business Benefits

✓ Faster Chat Response

• Handle more concurrent chats with improved typing speed
• Reduced customer wait times
• Better accuracy = fewer typos in customer communications

✓ Email Efficiency

• Faster email response and resolution times
• More tickets handled per hour
• Professional, error-free customer communications

✓ Team Morale

• Fun activity during low call volume periods
• Create team competitions and friendly rivalries
• Reduces burnout with engaging micro-breaks

✓ Smart Downtime Use

• Perfect for slow business periods
• 1-2 minute races - easy to pause for incoming calls
• Skill development vs. idle scrolling

Impact on Call Center Metrics

Typing Speed & Customer Service KPIs

Average Handle Time (AHT) Reduction

Faster typing = quicker chat responses and email handling

Even 30 seconds saved per interaction adds up significantly

Concurrent Chat Capacity

Agents can handle 3-4 chats simultaneously more effectively

First Contact Resolution

Better accuracy = clearer communications = fewer follow-ups

10-20

WPM increase typical with practice

30-60s

Potential time saved per email/chat

↑ CSAT

Faster, accurate responses = happier customers

ROI for Our Call Center

Productivity Calculation

If our average agent types 40 WPM and improves to 50 WPM:

• 25% speed improvement in typing tasks

• For agent handling 30 chats/day: Save ~15 minutes daily

• For agent handling 50 emails/day: Save ~20 minutes daily

= 2-3 extra interactions handled per agent per day

$0

Implementation Cost

5-10 min

IT Setup Time

Bottom Line: Small typing improvements multiply across the entire team and all customer interactions.

Addressing Security Concerns

🛡️

Security & Risk Mitigation

✓ Legitimate Educational Platform

Created by Teaching.com, used in thousands of schools nationwide

✓ No Downloads Required

Browser-based only - no software installation needed

✓ No Customer/Company Data Involved

Does not require or access any company information or CRM systems

✓ HTTPS Encrypted

Secure connection protocol standard

✓ No Bandwidth Concerns

Lightweight text-based game with minimal data usage

Recommendation: Implement clear usage guidelines - available during breaks, lunch, or low-volume periods only.

Proposed Usage Guidelines

Clear Boundaries for Appropriate Use

✓ Approved Times

• Scheduled breaks
• Lunch periods
• Low call volume times (with supervisor awareness)
• Before/after shift (if logged out of phone system)

✗ Not Permitted

• While in available/ready status on phones
• During active customer interactions
• While handling chat/email queues
• During team meetings or training

Additional Considerations

• Supervisors can monitor adherence through standard call center metrics
• Games are 1-2 minutes - easy to pause if queue increases
• Voluntary participation - no pressure to use the site

Implementation Plan

Proposed Rollout Steps

1

Security Review

IT/Security team conducts brief assessment of nitrotype.com

2

Whitelist Addition

Add nitrotype.com to approved sites list in firewall

3

Communicate Guidelines

Share clear usage policy with all call center staff

4

Optional Team Setup

Create company team for friendly competitions

5

Monitor & Measure

Track call center metrics over 30-60 days to assess impact

Pilot Option: Consider starting with one team or shift to evaluate before full rollout.

Call Center Success Stories

Impact in Similar Environments

"During slow periods, NitroType gave our team something productive to do instead of just scrolling phones. My typing improved from 38 to 55 WPM, and I can definitely feel the difference when handling multiple chats."

- Customer Service Representative

"We created a team leaderboard and it's been amazing for morale. People actually look forward to slow periods now. Plus, our email response times have noticeably improved."

- Call Center Supervisor

"I handle live chat support and used to max out at 3 conversations. After practicing on NitroType, I can comfortably handle 4-5 chats with better quality responses."

- Chat Support Agent

Key Insight: Gamification makes practice engaging. Employees are more likely to consistently practice when it's fun, leading to sustained improvement.

🎯

Recommended Action

Approve whitelisting of nitrotype.com with clear usage guidelines for call center staff

✓ Zero cost, immediate implementation

✓ Improved customer service metrics (AHT, CSAT)

✓ Enhanced team morale during downtime

✓ No security risk to systems or data

✓ Easy monitoring through existing metrics

This initiative transforms downtime into development time while improving the metrics that matter most to our call center performance.

💬

Thank You

I'm happy to discuss this proposal further and address any questions or concerns about implementation.

Next Steps:

IT/Security team review
Establish and communicate usage policy
Whitelist approval and testing
Optional: 30-60 day pilot program

Kevin Welch | Concentrix Advisor II, Customer Service