Valor CM - Powerful,
end-to-end performance
improvement software

Helping customer's improve QA scores by an average of 16%, increase telesales conversion 50%, improve customer retention 25% and reduce attrition by 40%.

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WE'VE ALREADY DONE IT FOR THEM

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Do your supervisors train their agents to improve performance or do they reduce employee engagement and increase attrition?  

Improve Performance

Focused on future improvement

Uses positive examples and includes practice and role play

Uses persuasion and experience to influence agent change

Interactively teaches agents how to do

2-way conversation

Builds agent confidence

Specific teaching focus

Builds employee engagement

Demoralize Agents

Focused on past failure

Reviews failed calls and interactions 

Uses position of authority to demand agent change

Tells the agents what to do

One-sided, punitive meeting

Provides negative feedback

Reviews broad failure

Demoralizes and drives attrition

What makes us different?

We believe that performance management should equate to performance improvement so we developed the #1 intelligent performance management software that integrates data, automates training assignments and ensures leaders know who, what and how to improve their agents.

 

Valor CM is a cloud-based software solution for contact centers that provides end-to-end performance management and facilitates KPI improvement.

 

Valor CM utilizes the power of data to objectively determine each agent’s areas of opportunity and then automatically assigns customized training lessons and eLearning worksheets for targeted and effective performance improvement. Whether it is sales, support, collections or retention, our training modules, combined with your data and integrated with our cloud-based software, offer a new approach to performance management.  Valor CM intelligently provides your team managers the who, what and how to train and teach the skills most important to your agent's improvement and to the customer experience.  

 

Every contact center needs a performance management plan.  Only LCCS can align your training, data and performance management with the power to transform agents into brand ambassadors, order-takers into true sales masters and annoying collectors into financial advisors.   

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Intelligent Performance Mangement

Don't just hope that your supervisor's know what your agents need to improve.  Integrate data to automatically assign coaching and to give supervisors the training content they need for each specific agent.  

  • Data-driven and focused Training Plans and Coaching Forms for each agent

  • Intelligently coach by integrating with Customer Surveys, Speech Analytics, KPI and QA data to automatically assign coaching to Supervisors

  • eLearning Videos and Worksheets    

  • Import, customize and create training content based on the best practices of your best agents

Supervisor Excellence

Ensure your supervisors know how to help your agents.  Provide a facilitator guide and instructions for every training and coaching session and for every skill and topic.

  • Step by Step training instructions for sales, support, collections and retention.

  • "Teach, Don’t Tell" agent Engagement

  • Practice and role play in EVERY coaching session

  • Training the Coach Triads

  • Simple to use agent and supervisor dashboards

  • Complete Coaching Plans to ensure agent improvement

Accountability

Ensure all of your supervisors are effectively teaching and motivating their agents to improve performance.  Track and report on who is coaching who, what is being trained and how each agent is improving performance.

  • Full Supervisor and Agent Reports 

  • Assign training directly to supervisors and eLearning Worksheets directly to agents

  • Searchable Coaching Form and Agent Training Database

  • Coaching Acknowledgements

  • HR Policy and Compliance Coaching Tracking

You wouldn’t send a trainer to a classroom to “wing it” without a training guide and presentation…Why send your supervisors to coach without a plan and coaching guide?  

Program development

Telesales

User our proven telesales skills lessons to improve the sales skills that will transform your agents from “order-takers” into sales superstars.  Every agent will receive customized training and coaching on Building Trust, Probing, Sales Presentations, Overcoming Concerns and Closing the sale.  Supervisors focus on improving agent skills and engaging agents in learning and development.

Debt Collections

Maximize the potential of every call by ensuring that all agents are constantly improving their skills to effectively and consistently negotiate and collect.  Our Collections skills training utilizes the right blend of empathy, urgency, advocacy and assertiveness. Customizing our pre-built collections content helps your supervisors prepare your agents for every potential situation.

Customer Support

Improve CX, CSAT and call results by focusing supervisors on improving agent support skills and by making sure that every agent has consistent learning to deliver first call resolution.  With our customized training activities, agents learn how to de-escalate upset customers, build your brand, increase first call resolution, up-sell products and services and improve CSAT.

Customer Retention

We combined the attributes of the best support and best sales agents into customized training content that delivers retention skills to every agent.  Don’t rely on only your best agents to retain customers, coach and train every agent to be your best agent.  Hold every supervisor accountable for engaging and developing their agents to save revenue.

Leadership and Supervisor Training

Liberty Call Center Solutions offers onsite and remote coaching and manager development training to ensure that your leaders are engaging employees and coaching positively rather than driving attrition through poor communication and demoralizing performance review sessions.  We work one on one with your supervisors and managers to ensure that they understand the “why” and the “how” of coaching.  

Partner and Outsourcing Referral Services

Liberty Call Center Solutions understands contact centers and we have the experience and industry knowledge to assist our clients with technology and outsourcing needs.  We don't just connect our clients to the right service provider, we help them save time and money by vetting potential solutions, locations and providers.  Our clients make informed decisions, from multiple options, ensuring that they are positioned to make the most of technology and outsourcing.  At Liberty Call Center Solutions, we do the pre-work for you, we research potential providers and then allow you to make the informed and best choice for your business. Our research will allow your team to select the best solution and to negotiate from a position of knowledge and strength. 

The Poor Performance Cycle

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Surprise. Employees don’t leave their company, they leave their boss

75% of employees who quit their jobs voluntarily, leave because of their boss, according to a survey of more than 1 million employees conducted by Gallop.

 

Let Liberty Call Center Solutions help improve your "bosses" today, contact us for more information.

 

End the vicious call center poor performance cycle today....

Start upgrading your customer's experience and increasing revenue.

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