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“There is no more fascinating business in the world than that of selling.”
- George Matthew Adams
Thank you for the work you did in building a more effective retention strategy. We held an executive call listening session, and the agents that participated in your pilot performed head and shoulders above the rest. Your strategy to approach the retention conversation differently allowed our customers to open up and communicate with the agents without putting up their guard. We have seen increased agent confidence, increased quality scores, and overall increased retention as a result of your help. Feedback from the agents: “Working on the retention pilot gave me the confidence to approach saving our customers in a way I was comfortable and in turn helped me retain more customers.” “My job is so much easier now that I have better direction on how to get the customers to open up and talk to me.” “Thanks for all the work you did with us. My retention rate, activation rate, and resolution rate have all improved.”
- Kim Ogletree, Director, Sales and Marketing Operations, DIRECTV
The Quality Conversation and a better bottom line
Discover how to have a Quality Conversation with every customer. Understand the process that helps companies double average agent sales per day.
The Quality Conversation
- The world-class employee experience leads to the world-class customer experience
- Delivering the optimum customer experience requires a commitment to effective coaching
- Is outbound telesales making a comeback?
- Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development
- How to get your agents to make customers feel special – and reap the rewards
