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.