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 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.
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Solution: Liberty customized coaching content on training sales skills including Building Trust, Probing, Presentations, Overcoming Objections and Closing the Sale.
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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.
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Solution: Liberty worked with their debt collections experts and developed coaching plans emphasizing discovery and negotiation skills.
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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.
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Solution: Liberty customized coaching content to train agents on discovering customer concerns, establishing what the customer enjoyed about the newspaper and reversing cancellation requests.
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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.
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Solution: Liberty worked with the provider to develop and customize coaching plans in line with the client driven QA form.
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Results: Coach Customer Support improved QA scores an average of 16% for low performing agents.