We help contact centers succeed.
Liberty Call Center Solutions was founded in 2015 with a vision to radically transform traditional call center training and performance management. LCCS holistically aligns training, performance analytics and performance management to ensure consistent measurement and teaching of the behaviors and skills that drive and improve your program performance.
Liberty Call Center Solutions provides sales, collections and soft-skill training modules for the classroom and has developed Valor CM performance management software to ensure that agent performance continues to be measured, trained and improved.
Valor CM provides end-to-end performance management utilizing 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.
In an environment where every customer interaction impacts your revenue, customer loyalty and brand reputation, only Liberty Call Center Solutions can align your data, training, and performance management with the power to transform your agents into brand ambassadors, order-takers into true sales masters and collectors into financial advisors. .
Businesses spend thousands of dollars to hire and train agents before they receive any productive return on that investment. At Liberty Call Center Solutions, we want to help you maximize your investment and transform "butts in seats" into high performance, revenue driving brand ambassadors. In most contact centers today, agents feel that they only receive attention from their supervisors when they have done something wrong. Unfortunately, communication and coaching are generally punitive, don't improve performance but do drive attrition. At LCCS, our Valor CM software and leadership development training focuses performance management on teaching agents, positive communications and skill development. We guarantee that performance management becomes performance improvement by ensuring that supervisors have the tools and training to engage agents and teach skills rather than only provide negative feedback.
We provide end-to-end performance management utilizing the power of data to objectively determine each agent’s areas of opportunity and then automatically assign customized training lessons and eLearning worksheets for targeted and effective performance improvement. We integrate with speech analytics, QA scorecards, customer surveys and KPI reports to determine who and what need to be improved and we provide step-by-step instructions for supervisors to train their agents. Agent dashboards display complete training history along with performance tracking and improvement related to training completion. We have helped our clients increase telesales conversion by more than 50% and increase customer retention by 25%. Valor CM, for Customer Support, has helped our clients increase their agent’s quality scores by an average of 10% and Valor CM for Debt Collections has increased Kept Rate 11% and $ per hour 35%.
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, training 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.