VIDA Management Consultants
Specializing in Customer Interaction
VIDA Management Consultants
Specializing in Customer Interaction
Improved retention rate for an 80-seat retention group that was responsible for “saving” customers that called to cancel their membership and ask for their money back. The parent organization had 8 – 9 similar retention centers and all the groups used a scripted approach. The retention rate goal each center was held accountable for was to “save” 30% of the incoming calls, defined as holding onto the member for at least another 90 days.
Vicki put together a test group of agents with high performance and high quality scores. This meant they did a good job, were listening to customers, asking probing questions, understood how to position the product’s benefits, and were comfortable handling objections. The test was to use talking points as a reference guide, instead of a script. This gave the agent more leeway to listen to the customer and target their presentation to “re-sell”, based on the reasons the customer originally purchased. This approach brought the center’s retention rate from 28% to 40% in 60 days.
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