Remote live video coach training turns results around for a major cable company’s offshore call center

By Bob Davis

If any industry has live video conferencing technology ideally suited for call center training and coaching built in and ready to use immediately, it’s the cable industry. However, cable companies have hesitated to use remote live video for training and coaching because they’ve been concerned it’s not as effective as in-person training. The problem is that in-person training, particularly when flying trainers, coaches and consultants in to off-shore call centers, is much more expensive. The good news is that I’ve led video-based coaching training programs with resounding success for an offshore call center serving a major cable provider—all from the company’s headquarters in Atlanta.

How our live video sessions worked

Virtually all of the tactics I’ve used to lead classes in person work exceptionally well delivered by live video. In my video-based coaching training, 64 offshore participants (supervisors, managers, sales leads and QA personnel) attended two sessions lasting two hours each. We spaced the sessions a month apart.

In the first session, we showed the participants how to get their agents to transition service calls to sales. We covered a five-step skill transfer process and how to get agents to ask great discovery questions as part of what we call The Quality Conversation, a proven methodology for driving revenues higher. We showed them how to conduct Quick Laps, a method for making the rounds on the floor and speaking to each agent three or more times every day to keep them pointed true north. And the session included all participants writing down, signing and dating a definitive commitment to apply what they learned.

In the second session, participants began by reporting on how they met their commitment. We then reviewed the skill-transfer process and showed participants how to help their agents overcome objections. The session covered the power of using what we call cushion statements in answering objections, and we taught around answers to common objections. Then, as in the first session, the participants wrote down, signed and dated another commitment to take what they learned and use it on the job.

Clear, immediate and tangible results

The participants’ reports on how they met their commitments illustrate with tangible results the high effectiveness of remote live video training sessions for this offshore contact center and the major cable company it serves.

  • Overall, agents became comfortable and successful transitioning to sales after being coached by their newly trained supervisors.
  • One participant used Quick Laps after a session to move her team from 50% below goal to 50% over goal.
  • Another used skill-transfer to move an agent from 27% of goal to 71% of goal. Still another took an agent from less than 16% of goal to nearly 78%.
  • An agent who was achieving only 10% of goal and lacked self-confidence boosted performance to four sales per day.
  • Working on transitioning to sales, a coach helped an underperforming agent climb to between three and five sales per day.
  • An agent with a 0% ask rate moved to 50%, thanks to the supervisor applying what we taught during the video sessions.
  • Another supervisor had an agent who struggled with overcoming objections. Using what she learned in our live video training, she worked with the agent, who went on to win six sales the next day.
  • An agent who had trouble rushing into giving the price worked with a participating coach and won 15 sales the following week.

What would it mean to your organization if your off-shore call centers, or for that matter your call centers across the U.S., could turn results around like this at the lower cost of remote live video coaching training?

Bob Davis is the president of Robert C. Davis and Associates (www.robertcdavis.net), a consulting firm in Alpharetta, Georgia, specializing in improving sales, customer service and retention results in customer contact centers across North America using his company’s exclusive Quality Conversation approach. He is also a principal in RCDA’s subsidiary, QCS, LLC (www.qcsims.com), which builds customized video game simulations for training contact center and other sales agents on The Quality Conversation.