1. Agent Retention Through Positive Coaching

2. The Positive Coach Approach

• Developed for Call Centers

• Judy McKee

• Sally Cordova

• 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

• Coaching:

• Act of Polishing or Refining Learned Techniques Through Demonstration, Practice and Continuous Assessment .

• Monitoring:

• 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

• Less Pressure

• Greater Job Satisfaction

• Increase Self-Esteem

• • Agent

• • Coach

• Less Turnover

• Customers for Life

• Company Profits

McKee Consulting, LLC The Positive Coach Approach

6. Function of the Coach

• Tutor

• Instructor

• Knowledgeable

• • Through Experience

• • Excellent Working Knowledge

• Develop The Skills Of Others

McKee Consulting, LLC The Positive Coach Approach

7. How To Be A Positive Coach

• Apply Imperatives

• • 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

• • LAMA Technique

• • Eight Guiding Principles

• • High Five Method

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

• • Dont Give Answers

• • Offer the Simple Truth

• A sk a Question

• • Obtain Feedback

• • Ask for Agreement

• • Define the Time Line

• • 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

• Expectations

• Acknowledgments

• Challenges

• Self Correction

• Personal Performance Plan

5

12. WWW.MYLIFE.COM POSITIVE PROOF THAT THIS WORKS!

• Heres AARON.Taylor

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.

• Retention Team Cost

• • Nearly no retention efforts!

• • Over 25 Full Time Employees required!

• • Team is a COST CENTER!

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

• LAMA/COACHING Advantages

22. Common Coaching Challenges

• How to handle them with

• The Positive Coach Approach

23. I dont know ----- Just tell me

• What to say

• What to do differently

• What product to offer

• How to fix it.

• How remind myself

• How to Self-correct

• 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.

• A - What ????? Or How???

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

• Positive Coaching

• • Consultative Coaching

• • Sally Cordova

• • • Meets with Supervisors

• • • Listens to Agents on tape or in person

• • • Demonstrates the Positive Coach Approach

• • • Assists Supervisors in Learning Coaching Techniques in a Safe Environment

• • • Self Coaching Program

• • • Self Discovery Program

• • • Self Correction Program

• Tele-Sales - Train the Trainer

• - Judy McKee - Sally Cordova

• • • Training the Supervisors, Managers and Coaches in the Art of Positive Coaching

• • • The LAMA Technique

• • • Communication for Coaching

• • • Tele-Sales Training and Coaching

• • • Behavioral Style Coaching

• • • Customer Service Call Path Control

• • • Up-Selling and Cross Selling

• • • Coaching Side-by-Side

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]