transform your culture & contact center (clearlink)
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inContactThe Power to Put Your Customers First
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CLEARLINK™
Five Ways to Transform Your Culture and Transform Your Contact Center
CLEARLINK™-Marketing experts that work with national brands to sell their home services. A variety of marketing
channels are utilized. Customers find our marketing efforts and call our contact center.
The Culture We Didn’t Want
The Culture We Created
How We Create “The Best Place to Work”
Hiring Practices Training Community Involvement Incentives Retention Programs
Where You Can Start
Do we really have the people we want? Is training geared towards the people
we hire? Do our employees talk positively about
our company to their friends? Are people motivated? Do our people want to stay here?
Results That Matter
2010 most profitable year for CLEARLINK
Low monthly turnover with aggressive min expectations
Highest conversion rates Highest fulfillment/quality Opportunities to serve the community Low training fallout Large hiring pools
Summary
We believe that culture has a strong say on whether people leave our organization. We concentrate on culture, content, and conversion. Culture drives whether our content is what we expect, and whether conversion goes up or down.