Liberty Call Center Solutions was founded in 2009 with the simple idea that contact centers succeed based on their people and that positive coaching and supervisor development are primary to the customer experience, agent improvement, employee engagement and increased revenue.
Liberty Call Center Solutions has developed Coach Telesales, Coach Debt Collections, Coach Customer Retention and Coach Customer Support software programs to help our clients improve CX, reduce attrition costs and achieve KPI goals far exceeding industry averages.
Through skills focused coaching content and management training and development, we have helped our clients increase telesales conversion by more than 50% and increase customer retention by 25%. Our Coach Customer Support program, has helped our clients increase their agent’s quality scores by an average of 10% and Coach Debt Collections has increased Kept Rate 11% and $/hour 35%.
In most contact centers today, agents feel that they only receive coaching from their supervisors when they have done something wrong. Unfortunately, communication and coaching are generally punitive and drive attrition. At LCCS, our software and leadership development training focus coaching on positive communications and agent interactions by ensuring that supervisors have the tools and training to engage agents and coach skills rather than only provide negative feedback.
In an industry that is increasingly driven by process, technology and data, Liberty Call Center Solutions knows that it is the people who make the difference.
President & CEO
Spencer is a graduate of Brigham Young University and has earned a Master’s Degree from George Mason University. He has more than 20 years of management experience in the Contact Center industry. Having worked for both BPOs and outsourcers such as TouchCommerce, CGS Inc, Comcast, Charter, UUNET and Sprint, Spencer has a unique view of the industry from both ends of the spectrum. His experience includes working with the largest global contact center providers and with boutique solution BPOs.
Focused on providing leadership and coaching tools to employees and business partners, Spencer has helped clients drive success through understanding and managing human behavior patterns as they apply in contract development, operational process, KPI development, quality assurance and performance management. Spencer believes that leadership starts with trust and that people and relationships continue to be the key driver of successful contact centers.