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  • Posted: Dec 15, 2022
    Deadline: Not specified
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  • Buwelo BPO is a global Business Process Outsourcing provider of multi-channel customer experience and back-office solutions. From voice, email and chat to social media and data analytics. Buwelo BPO has the solution your company needs to scale your operation and delight your customers with every contact. Buwelo understands the anxieties of outsourcing your c...
    Read more about this company

     

    Retention Coach

    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

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Buwelo BPO on www.linkedin.com to apply

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