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Our Client:
The Small Business Retention Team at an International Credit Card Issuer


Small Business Owners were calling into the credit card issuer retention team to cancel their Business Cards due to the annual fee and/or lack of perceived value from Card membership.

Direct Channels Solution:
  • We developed and facilitated onsite training to cover the following topics: Pace and Tone, Tailoring the Conversation to Fit the Card Member, Taking a “Card-Member-Centric Approach,” Effective Probing, and How to Empathize without Apologizing.
  • We then reinforced our training with side-by-side call listening and coaching for the representatives, in addition to our full organization and participation in weekly Monitoring Sessions.


Our involvement began on November 13th. The client “save rate” was 12.8%. On November 14th, it was 22%. On the15th, it was 25.7%. On the 16th, it was 38.5%. You get the idea…  As a direct result of our training, follow up, and exceptional results, the client has referred Direct Channels to many other groups throughout their organization.

“Direct Channels Group has proven to be a strategic partner in our telesales channel.  The expertise and thought leadership provided by the DCG team has had a positive impact on the success of our program and given me peace of mind. When it comes to translating our overall tele-strategy into tactical action, DCG delivers.  Their support in crafting the right dialogue with vendors, agents and customers enhances our ability to get the right message out to our customers and drive bottom line results.”


“Direct Channels Group provided critical support in the launch of two new external call centers within six months.  They delivered a robust training curriculum and facilitated the new hire training in a clearly defined and effective method.  Their on-site coaching support resulted in key behavioral changes and improved call quality for new agents. DCG has been instrumental in the development of new merchant engagement programs.  From overall strategy conception to tactical implementation, DCG has shortened the time to market and improved chances of success for our new initiatives by providing expert support and sound advice.”


“Melody Medina and Direct Channels Group had an enormous impact on our business at Chartis.  DCG hit the ground running and, unlike any other consulting group, immersed themselves in our business, learning our practices, understanding our goals and listening to our customers.  As a result, they were able to deliver tangible and long-lasting results.”