Retention Coach at Buwelo BPO

Duties and Responsibilities will include:

• Cancellation Validation:
• Export the calls in Valdi with cancellation phrases using the Valdi link for Inbound Care.
• Check all entries in SDSC File and Saved Tracker.
• Validate if the call is a valid cancellation request – Minimum of 35-40 calls per day

Gather the following information:

• Contract number
• Reason for Cancellation
• Sub Category
• Save Disposition (Successful saved, Saved Attempt, No Saved Attempt, No
• Opportunity)
• Opportunities
• If TSF was given, amount of TSF
• Documentation

Weekly Huddle

• Team Weekly Results
• Commend High Fliers
•  Frequent Cancellation reasons
• Challenges
•  Sharing best practices and Call listening

Daily Coaching

• Agents who did not attempt to save
• Agents without successful saves
• Role-Play on how to overcome opportunities
• Follow through within the day
• Up-Training
• Facilitate Supplemental Training/Refresher

Necessary Qualifications we are looking for:

• Has a very good attendance record (over 95%)
• Has in-depth knowledge of the account (Procedural compliance should be over 80%)
• Has an above-goal save rate (over 45%)
• Note that the team is gathering 3 months of data on the above criteria