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Jeff City April 2010 Action Plan

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Jeff City April 2010 Action Plan

  1. 1. Monthly Action Plan Jeff City Inbound Call Center April 2010
  2. 2. What Is Going On In Jeff City? <ul><li>Change Management – part of the “new normal” </li></ul><ul><ul><li>Per 100 Vision-casting (changing perceptions from “volume” to “conversion”) </li></ul></ul><ul><ul><li>Policy Adjustment (Dress Code & Computer/Internet Electronic Device, etc.) </li></ul></ul><ul><ul><li>Policy Anticipation (Attendance, Center hours, Sales Performance Plan, etc.) </li></ul></ul><ul><ul><li>New Center Leader to start 4/12/10 (Interim Center Leader & Acting IB Supervisor transition back to previous roles) </li></ul></ul><ul><li>Service Level & OT – April to be lighter than Feb & March </li></ul><ul><li>IB Headcount – Almost doubling due to hiring blitz </li></ul><ul><ul><li>3/22/10 IB Training Class – 36 reps </li></ul></ul><ul><ul><li>4/5/10 Save/Retention agent Transfer to Universal Neighborhood </li></ul></ul><ul><ul><li>4/12/10 IB Training Class – 24 reps </li></ul></ul><ul><li>OB to IB Pipeline needs to be renewed as OB hires for May </li></ul><ul><li>AdvancedTV (IPTV) Concerns </li></ul><ul><ul><li>Rep productivity & performance decreasing due to minimum queue rules & schedules </li></ul></ul><ul><ul><li>Having more IPTV trained reps will resolve </li></ul></ul><ul><li>Overall #s </li></ul><ul><ul><li>Sales: Bending the trend from lower Feb & March results </li></ul></ul><ul><ul><li>Service: Month-over-month on the upward “swoosh” </li></ul></ul><ul><ul><li>Quality: Ditto “swoosh” </li></ul></ul><ul><li>Center morale is “swooshing” up due to open communication </li></ul><ul><li>April Mantra “No Excuses…Just Do It!” </li></ul>
  3. 3. Jeff City March Performance - Sales *March results pulled from ORKO 4/6/10 ranking report <ul><li>Sales month-over-month bending the trend upward </li></ul><ul><ul><li>2.6% increase over Feb </li></ul></ul><ul><ul><li>Plan to continue trend is for more global focus on Total Units & Sales Offers </li></ul></ul>74.90% Woodard, Rhonda Shreveport, LA 77.50% Massey, Lee Tarboro, NC 79.00% Vacant, (Jeff City) Jeff City, MO 80.40% Lewis, Karen Pekin, IL 82.90% Conry , Joseph LaCrosse, WI 92.50% Dennison, Sandy Altamonte Springs, FL 94.30% Hearst, Derek WAH 98.10% Morgan, Robert Medford, OR 101.40% Spencer, Keith San Marcos, TX 103.30% Speake , Thomas Gig Harbor, WA 117.40% Kroeger , Karen Save/Retention 121.20% Tillman, Heather Johnson City, TN 125.00% Hartley, Mitch Outbound 148.50% Candell , Mark Bilingual Percent to Goal Goal Group Name
  4. 4. Jeff City March Performance - Service <ul><li>Service month-over-month on upward “swoosh” </li></ul><ul><ul><li>4.43% increase over Feb </li></ul></ul><ul><ul><li>Progress due to bringing customer awareness of a possible survey at the end of the call </li></ul></ul><ul><ul><li>Plan to exceed 58% target – refresher rep coaching & implementation of SASE call flow (Clarification, Resolution, etc.) will increase overall CSAT </li></ul></ul>*Results pulled from eTouchPoint MTD 3/30/10.
  5. 5. Jeff City March Performance - Quality <ul><li>Quality is ditto “swoosh” – just like Service </li></ul><ul><ul><li>4.99% increase over Feb </li></ul></ul><ul><ul><li>Improvement due to cleaning up little things (i.e. saying “Thank you,” using customer name, etc.) </li></ul></ul><ul><ul><li>Plan to reach 90% target – laser-like focus on Sales Attempts (Offer Rate) which is worth 30% of QA score will increase overall Quality </li></ul></ul>*Results pulled from MySource MTD 3/30/10. Possible reporting skew due to manual tabulation.
  6. 6. <ul><li>History has demonstrated that the most notable winners usually encountered heartbreaking obstacles before they triumphed. They finally won because of their refusal to make excuses. </li></ul><ul><li>February & March have been tough months, right? We can point to several excuses that could explain some of our under-performance… “not enough calls…” “too many misrouted customers…” “not hearing marketing whispers…” “targets are high…” etc, etc, etc. </li></ul><ul><li>April is a new month. In this new opportunity the only thing that matters is to JUST DO IT! It’s time to step up with “No Excuses.” We’re going to perform & we’re going to end on top! Refuse to make an excuse! Jeff City is commited today to JUST DO IT! </li></ul>“No Excuses…Just Do It!”
  7. 7. “No Excuses…Just Do It!” Jeff City April Game Plan <ul><li>No Excuses…Just Do It! COMMUNICATION! </li></ul><ul><li>Laser-like focus on Sales, Service & Quality!! </li></ul><ul><li>- Total Units – Need it ALL (Strategic Products/Enhancements/Protections)! </li></ul><ul><li>- Offer Rate – 1 out of 2 calls! </li></ul><ul><li>Start-of-day Reps/Supervisor Closed Key - communicate daily goal & plan of attack </li></ul><ul><li>Weekly “How We’re Doing” email updates </li></ul><ul><li>Mid-month & end-of-month “Nucleus” high performer rep meetings to share/lead change </li></ul><ul><li>Start-of-day “on the floor” Lead Team huddles </li></ul><ul><li>No Excuses… Just Do It! COACHING & DEVELOPMENT </li></ul><ul><li>Reps listen/self-evaluate/calibrate 1 recorded call per week </li></ul><ul><li>Reps explain daily PAT to supervisor </li></ul><ul><li>Focus & development activities for reps when there is time between calls </li></ul><ul><li>“ Practice Room” experience with supervisor/reps/peer-to-peer coaching 1 per week </li></ul><ul><li>Supervisor “on the floor” development with reps 4-6 hours per day </li></ul><ul><li>No Excuses… Just Do it! RESULTS </li></ul><ul><li>Be Productive </li></ul><ul><li>- Minimize work/wrap </li></ul><ul><li>- Maximize availability with adherence to schedule & conformance online </li></ul><ul><li>No Distractions </li></ul><ul><li>- Compliance with Computer/Internet & Personal Electronic Devices Policy or consequence </li></ul><ul><li>- Reps refrain from being at another rep’s cube unless “Break/Lunch” sign is posted </li></ul><ul><li>Keep Score </li></ul><ul><li>- Daily Center/Team targets posted </li></ul><ul><li>- Daily Center/Team/Rep ranking report </li></ul><ul><li>- Daily Total Unit performance mid-day report </li></ul><ul><li>- Team whiteboards update hour-by-hour sales </li></ul>
  8. 8. Jeff City April Fun Stuff <ul><li>National Incentive </li></ul><ul><ul><li>“ Selling Fools’ Loot” ($210 for HSI & TV) </li></ul></ul><ul><ul><li>Dish “STARz” ($3 for every Starz, $1 for Starz HD, $1 for Starz DVR) </li></ul></ul><ul><li>Local Incentives </li></ul><ul><ul><li>“ Fishing For Sales” (Offer Rate – Monitoring offers – weekly drawing $50 gift card) </li></ul></ul><ul><ul><li>Sales Shark! Award (Daily recognize rep for Most Total Units with stuffed Shark) </li></ul></ul><ul><ul><li>Supervisor Contest (Using remaining Blockbuster Cards for Total Units on each team) </li></ul></ul><ul><ul><li>Balloon Recognition (Green – 10 units, Star – 20 units, Marlin – 30 units) </li></ul></ul><ul><ul><li>Weekly Food (Mon 4/5 Breakfast, Mon 4/12 Hamburgers/Hot Dog Lunch, Tues-Fri Mobile Treat Cart, etc.) </li></ul></ul>

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