The Consumer Relationship Care team was fielding inbound servicing calls from consumer card holders. The team was also tasked with offering companion cards to inbound callers in an effort to increase the client’s card member base. No matter what tactics they implemented, the team was not performing at the expected level and could not increase the companion card offer rate for relevant inbound calls. The client engaged Direct Channels to help increase the offer rate which would translate into additional cards in force.
Direct Channels Solution:
- We created a series of agent and team leader trainings – as well as general information sessions – to increase awareness and provide concrete examples of how to position and sell the companion cards to the various customer segmentations.
- The examples and verbiage we offered not only increased the agent’s confidence level but gained their buy-in on the benefits of a companion card. To the card holder, this translated to passion, knowledge, and assurance.
The training, information sessions, and examples provided, resulted in an increase of the agent’s offer success rate from 4.1% to 11.8% – an increase of 188%.