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Case Studies / Contact Center Management

Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement

Telecom Industry

Scope

  • Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated time frame.
  • Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.

Results

  • Northridge performed call monitoring, side-by-sides, interviews and data analyses to target specific coaching behaviors that were necessary to drive transformational results.
  • Within six weeks of the coaching training, the following results were achieved:
    • Voice of the Customer Representative Satisfaction improved 4.2% points overall;  one supervisor team increased by 10.6% points
    • First Call Resolution increased 40 basis points, which equates to $500k in cost savings
    • Reduced the level of dissatisfaction at the end of the call; customers threatened to cancel service on nearly 25% fewer calls.

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