Are your performance management strategies increasing revenue?
Do your supervisors teach their agents and
improve skills or do they just manage?
Accountability Case Study
Problem: A company wanted to hold their customer support team leads accountable for improving agent skills rather than simply conducting administrative sessions and calling it "coaching."
Solution: Valor CM agent plans were implemented with skill-focused training lessons and reports were generated showing the subject of the supervisor to agent interaction.
Results: Valor CM allowed Managers to hold Supervisors accountable to teach skills. Supervisors reduced their Administrative focused agent discussions as a percentage of all coaching by 12% and increased their skill-based coaching to 80% of all agent interactions.
Collections Case Study
Problem: An outsourcer was struggling to improve their auto loan collections program with a limited agent hiring pool, high attrition and a lack of management experience.
Solution: Liberty worked with their debt collections experts and developed agent coaching plans emphasizing discovery and negotiation skills.
Results: Valor CM improved Kept Rate 11% and dollars per Hour 35%.
Are your supervisors improving agent performance or driving agent attrition?
Agent Attrition Case Study
Problem: An outsourcer was struggling with attrition due to poor supervisor to agent engagements.
Solution: To eliminate negative engagement and to ensure skill-based teaching, Liberty trained supervisors and implemented agent improvement plans based on teaching, practicing and role playing.
Results: Over a 8 month period, Valor CM reduced attrition by 40% versus 2 other auto loan debt collections programs in the same location.
Do your agent's only take
orders or do they increase sales?
The manager activity most closely associated with rep success...
Coaching can substantially improve the performance of the core.
Telesales Case Study
Problem: An outsource provider needed to boost the highspeed data sales conversion for their client.
Solution: Liberty customized agent improvement plans to focus supervisors on training sales skills including Building Trust, Probing, Presentations, Overcoming Objections and Closing the Sale.
Results: Valor CM improved high speed internet sales conversion 50% for a Fortune 500 Telecom.
Do your outbound sales agent's sell or do they just make calls?
OUTBOUND SALES INCREASE
Outbound Sale Case Study
Problem: A BPO wanted to improve their agents sales skills and increase pay for performance revenue.
Solution: Valor CM customized supervisor coaching forms, mirroring best practices from the highest selling agents and built skills training specifically designed for the companies product.
Results: Valor CM improved B2B outbound sales conversion from 5.1 unit sales per agent/month to 12.7 unit sales per agent/month, a sales conversion improvement of 149%.
Are you throwing money away
by only training in the classroom?
According to a study conducted by the Xerox Corporation, 87 percent of desired skills change was lost without follow-up coaching. The implication is that no matter how good the classroom training is, the effectiveness is lost without on-the-job reinforcement.
Training vs. Training with Coaching Case Study
LCCS Study: Liberty conducted an experiment with their Central American partner to verify Xerox study results. Valor CM was deployed on only one half of the nesting agents.
Results: Compared to other new hires not being coached utilizing Valor CM coaching plans, Valor CM agents increased sales for every product and produced a 48% total increase in sales.
Do your agents help or hurt your customer’s experience?
Retention Case Study
Problem: A near-shore BPO was struggling to save their clients customers from abandoning their print newspaper subscriptions.
Solution: Liberty customized training content to focus agents on discovering customer concerns, establishing what the customer enjoyed about the newspaper and reversing cancellation requests.
Results: Valor CM for Customer Retention increased customer retention 25% in just 30 days.
Quality Assurance Case Study
Problem: A Central American provider was struggling with their clients Customer Support QA KPIs. Low performing agents were jeopardizing the program results.
Solution: Liberty worked with the provider to develop and customize QA improvement plans in line with the client driven QA form.
Results: Valor CM for customer support improved QA scores an average of 16% for low performing agents.
“The Valor CM Customer Support program is working perfectly. As long as we continue with the intensive coaching, the results will continue to improve.” - Andres Velasquez, Program Manager
Do your collections agents negotiate and collect payment or do they just annoy customers?
Collections Case Study
Problem: A BPO needed to ramp quickly while improving the customer experience and maintaining focus on KPIs for their collections agents.
Solution: Liberty implemented Valor CM end-to-end performance management emphasizing empathy, call control, discovery and negotiation skills.
Results: Valor CM, integrated with speech analytics, reduced AHT greater than 3 minutes, improved QA scores 25%, improved positive customer sentiment 14% all while increasing PTP from 68.28% to 78.45%.