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 coaching and to ensure skill-based teaching, Liberty trained supervisors and implemented coaching plans based on teaching, practicing and role playing.


Results: Over a 8 month period, CoachDebtCollections 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?

Telesales Case Study

Problem: An outsource provider needed to boost the highspeed data sales conversion for their client. 

Solution:  Liberty customized coaching content on training  sales skills including Building Trust, Probing, Presentations, Overcoming Objections and Closing the Sale. 

Results: CoachTelesales improved high speed internet sales conversion 50% for a Fortune 500 Telecom.

Are your performance management strategies increasing revenue?

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 coaching plans emphasizing discovery and negotiation skills.

Results: CoachDebtCollections improved Kept Rate 11% and $ per Hour 35%.

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: A client conducted an experiment to verify Xerox study results.  CoachTelesales was deployed on only one half of the nesting agents. 


Results: Compared to other new hires not being coached with CoachTelesales coaching plans,  CoachTelesales 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 call center was struggling to save their clients customers from abandoning their print newspaper subscriptions. 

Solution: Liberty customized coaching content to train agents on discovering customer concerns, establishing what the customer enjoyed about the newspaper and reversing cancellation requests. 

Results: The Coach Customer Retention program 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 coaching plans in line with the client driven QA form.  

Results: Coach Customer Support improved QA scores an average of 16% for low performing agents.

“The Coach 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