Are your coaching and 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."
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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.
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Solution: Liberty worked with their debt collections experts and developed agent coaching plans emphasizing discovery and negotiation skills.
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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.
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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 two 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.
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Solution: Liberty customized agent improvement plans to focus supervisors on training sales skills including Building Trust, Probing, Presentations, Overcoming Objections and Closing the Sale.
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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.
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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?
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.
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Solution: Liberty customized training content to focus agents on discovering customer concerns, establishing what the customer enjoyed about the newspaper and reversing cancellation requests.
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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.
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Solution: Liberty worked with the provider to develop and customize QA improvement plans in line with the client driven QA form.
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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
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Problem: A BPO needed to ramp quickly while improving the customer experience and maintaining focus on KPIs for their collections agents.
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Solution: Liberty implemented Valor CM end-to-end performance management emphasizing empathy, call control, discovery and negotiation skills.
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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%.
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