Agent Retention Through Positive Coaching
Sally Cordova and Judy McKee Presented at the ATA 2009 This includes the Positive Coach Approach and a Case Study regardign Positive Coaching techniques and agent retention.
WWW.MYLIFE.COM POSITIVE PROOF THAT THIS WORKS!
Quality & Coaching – “The Soft Side of Customer Care” Call Center Myth Revealed…….. Contributed By: Aaron Taylor – Sr. Director of Customer Care Reunion.com/Mylife.com
Bio: Aaron Taylor AARON TAYLOR - is a senior level call center executive with over 5-years of experience in call center start-up and =management. A former partner at GEINE Technologies, a 250 seat outsourced call center where his clients included House of Blues, Perot Systems, United Airlines, Stamps.com, and many others. From 2003-2006 Aaron served as Sr. Director of Contact Centers for eHarmony.com where he designed and implemented a world-class, multi-channel Customer Care organization and supported the addition of over 12 million new customers. In 2006, Aaron was hired by a former client and assumed the role of Director of Customer Care at Stamps.com. In this capacity, he led the effort to re-organize the entire contact center structure and launched several highly effective initiatives surrounding Operations, Technology, Quality and Training, Revenue Enhancement, and Customer Satisfaction. Aaron is currently Sr. Director of Customer care for Mylife.com (formerly Reunion.com) where he is the senior customer advocate for the organization managing both the strategic and operational aspects of the Customer Care organization. Aaron is a frequent lecturer at various industry events and has been published in Contact Professional Magazine. Currently, Aaron is providing a wide-array of call center and customer care consulting services and has recently worked with companies like, Yokohama Tire, The City of El Monte, GE Capital, Superior Engineering, and many others.
Key Stats After Implementing LAMA & High-Five Coaching:
eHarmony.com saw call center Customer Satisfaction increase from 61% to 78% over 8 consecutive months.
Stamps.com realized a 22% reduction in Average Handle Time (AHT) due to enhanced call control.
Mylife.com has seen an 86% reduction in escalated complaints as a result of the guiding principle “Never make a customer feel wrong or stupid”. .
Improves financial performance/increases revenue. Mylife.com – Launched customer retention program that YTD has prevented/protected millions. Stamps.com – Added over a million dollars in Life Time Value due to LAMA retention efforts . (Keep account open) eHarmony – Realized a 20% reduction in refunds and a 37% increase in retained account.
EMPLOYEE Turnover Quotes from the Experts! According to ICMI, reps felt that call centers were….. “ Impersonal and cold, leaving reps feeling isolated and unhappy; research shows that dissatisfaction with job conditions leads to turnover.” ICMI also concluded that….. “ High turnover centers also tend to offer less on-the-job training . It is likely that low amounts of training erode rep confidence and comfort in their job performance, and as a result, they are more likely to quit.”
Estimates indicate that on the surface, each new call center employee costs $24,500 to train (Training Costs, Lack of Available Productivity, Opportunity Loss). As a result of turnover the call center also suffers from:
Inexperienced pool of agents leads to lower conversion/retention rates & lower CSAT.
Management time spent training instead of managing operation.