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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.
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- 1. Agent Retention Through Positive Coaching
- 2. The Positive Coach Approach
- Developed for Call Centers
- In Addition we have with us Aaron Taylor from MyLife.com
- who will give some information, thoughts, and statistics on how
he has applied the Positive Coach Approach and the LAMA Technique
to enhance the strengths of his entire company.
- 3.
- Retention - Agents leave because
- They would like to feel like adults who manage themselves.
- Would like more time for training.
- The Coaching Experience feels like a parental environment
- What is called Coaching is really an Evaluation
- People grade the agents who dont ever have to do the job.
- Agents feel they dont get all the guidance they need.
- Neither the managers nor the representatives know there is
another way.
- 4. Define Coaching vs. Monitoring
- Act of Polishing or Refining Learned Techniques Through
Demonstration, Practice and Continuous Assessment .
- Using Surveillance to observe, assist and supply leadership
with quality problems or situations that need to be corrected
.
The Positive Coach Approach
- 5. Benefits for Agent, Coach and Company
- Improved Measured Performance
McKee Consulting, LLC The Positive Coach Approach
- 6. Function of the Coach
-
- Excellent Working Knowledge
- Develop The Skills Of Others
McKee Consulting, LLC The Positive Coach Approach
- 7. How To Be A Positive Coach
-
- Intention Maintain successful and happy agents
-
- Relationship Never make the agent feel wrong or stupid
-
- Discipline Maintain your position as a Positive Coach by
keeping your skills honed
-
- Skills LAMA and Positive Coach Approach
McKee Consulting, LLC The Positive Coach Approach Know What to Say
AND How to Say it!
- 8. The LAMA Technique McKee Consulting, LLC The Positive Coach
Approach
- 9. The L-A-M-A for Coaches
- L isten to: Customer, Agent or Tape
- A cknowledge the Agent - Situation
- M ake Comments or Statements
-
- Determine the Development Path
The Positive Coach Approach
- 10. The Eight Guiding Principles McKee Consulting, LLC The
Positive Coach Approach Create and Maintain a Safe Environment
Create a Consultative Environment Build Self-Esteem by Focusing on
the Positives Maintain an Adult Training Environment Responsibility
to Learn/Grow Lies with Agent Time Lines are Essential Bi-Lateral
Action Agreements Questions are the Key
- 11. McKee Consulting, LLC The Positive Coach Approach High Five
Coach Approach
- Personal Performance Plan
5
- 12. WWW.MYLIFE.COM POSITIVE PROOF THAT THIS WORKS!
- 13. 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
- 14. 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.
- 15. Why are commun-ication & coaching skills key?
- 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. .
- 16. 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.
- 17. Improves Financial Performance & Increases Revenue!
- Case Study: WITHOUT LAMA Mylife.com
- Call Center with over 1,500 Retention Opportunities per
day!
- Historical Retention rates in the 3%-5% range.
-
- Nearly no retention efforts!
-
- Over 25 Full Time Employees required!
See Graph
>>>>>>>>>>>>>>>>>>>
- 18.
- Consistently retaining over $145,000/month in subscription
fees.
- Team Becomes a Profit Center!
After the LAMA Training and HIGH FIVE Coaching LAMA
Introduced!
- 19. 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.
- 20. Turnover Negative Impact
- 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.
- Inconsistent Customer Experience Lower CSAT
- Increases AHT by an estimated 17%
- 21. Turnover The Solution..
- Mylife.com Call Center has experienced an amazing annual
turnover rate of less than 3% (YTD in 2009).!!!
- LAMA SPEAKS TO EACH OF THE POINTS ON THE TURNOVER THE PROBLEM
SLIDE
- 22. Common Coaching Challenges
- The Positive Coach Approach
- 23. I dont know ----- Just tell me
- L - to the Agents opinion.
- A - This is a new process. Its not easy learning new
things.
- M - I know the answer but I also know you can think of it as
well. You can probably come up with answers that are even better
for you and in your own words.
McKee Consulting, LLC The Positive Coach Approach
- 24. McKee Consulting, LLC The Positive Coach Approach I Did the
Best I Could L - Listen to the agents opinion of his/her
performance. A - I know you did, and thank you. M - I also know
that you can do so much better. You have what it takes to be really
good at this. A - Do you think that we could role play it and come
up with a way to do this even better? And another thing . . .
- 25. McKee Consulting, LLC The Positive Coach Approach L -
Listen to the agents opinion of his/her performance. A I
understand. I thought that it was in the training but maybe not. M
I think that we can fix this right now. A If we go over this today,
will you use this from now on? Nobody ever told me that
- 26. The Positive Coach Approach Dont Say: Manipulative
Questions that intimidate and create fear. How to say it. Set Up
Questions in a fair manner to inspire and acknowledge . Did you
like the way that call went? Dont intimidate people into making
themselves wrong. What would you like to improve on that call? What
did you like or dislike on the call? Could you tell me where the
customer was beginning to get irritated? Judgment call -- the agent
already knows you dont like it. I thought I heard some irritation
on the part of the customer when he said: AS I SAID What did you
think when that happened? Great Opener.. Excellent job. (These
expressions dont mean anything.) Your opener was clear, sounded
helpful and got straight to the point. The customer must have been
glad to have gotten you on the telephone.
- 27. Coach Training Programs
-
-
- Listens to Agents on tape or in person
-
-
- Demonstrates the Positive Coach Approach
-
-
- Assists Supervisors in Learning Coaching Techniques in a Safe
Environment
- Tele-Sales - Train the Trainer
- - Judy McKee - Sally Cordova
-
-
- Training the Supervisors, Managers and Coaches in the Art of
Positive Coaching
-
-
- Communication for Coaching
-
-
- Tele-Sales Training and Coaching
-
-
- Behavioral Style Coaching
-
-
- Customer Service Call Path Control
-
-
- Up-Selling and Cross Selling
The Positive Coach Approach
- 28. Information Please The Positive Coach Approach
- Sally Cordova Contact by E-mail: [email_address]
- McKee Consulting New Web Site Go to:
- www.TrainYourCallCenter.com
- Newsletters, Articles and Tips and more!
- Scroll down the home page
- Download Whatever you want
- Webinars www.crmxchange.com
- Call Judy McKee Sally Cordova - 760-738-8200
- Email Judy McKee [email_address]