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 equated 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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