CIS panel with Progrexion on how to increase conversion rates and deliver seamless customer journey.

1. #InvocaSummit

2. Personalize the Caller Experience.

3. PARTNERING WITH YOUR CALL CENTER
TO INCREASE CONVERSIONS.
KEVIN COOK
Paid Search Manager
BRIAN JENKS
Customer Success Manager
#InvocaSummit

4. “Everyday”
#InvocaSummit

5. PROGREXION: The Credit Repair Experts
#InvocaSummit

6. We help thousands of people restart
their credit lives.
40
point
score improvement in
the first 4 months on average
11.6
removals
on average in the first 4 months

7. Paid Search
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17 7/1/17 8/1/17 9/1/17
Phone Conversion
0
1000
2000
3000
4000
5000
6000
7000
8000
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17 7/1/17 8/1/17 9/1/17
Arrivals
#InvocaSummit

8. Call volume is the rise
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0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
100,000
Q2 2016 Q2 2017

9. If we can answer it
all, we answer it all.
Our goal is to try and
handle 100% of calls.
#InvocaSummit

10. WHAT HAPPENED AT
PROGREXION?
#InvocaSummit

11. PAIN POINTS.
1. Lack of capacity in call centers
2. High call abandon rates
3. High volume spikes
4. Aggressive sales goals
5. Decrease in pay-rate
6. Can’t hire fast enough
7. Cherry-picking sales agents
8. 30% of workforce < 90 days
#InvocaSummit

12. Analyzing Call Center Agent Productivity.
#InvocaSummit

13. Reality check: agents not able to keep up
with inbound calls.
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17
Abandon Rate
78.00%
80.00%
82.00%
84.00%
86.00%
88.00%
90.00%
92.00%
94.00%
96.00%
98.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17
Answer Rate (Handles/Volume)
#InvocaSummit

14. Service Levels
#InvocaSummit
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q2 2016 Q2 2017

15. WHAT ARE OUR SOLUTIONS
TO FIX IT?
#InvocaSummit

17. Prioritize calls based on monthly
conversion rate.
15-60% Conversion Rate
30-60% Conversion Rate
OldInboundPerformanceNewInboundPerformance

18. With limited call
center bandwidth,
getting the quality
leads to top
agents is a must.
#InvocaSummit

19. CTI
Sales
Service
Agent
Thank you for
calling! Please
press 1 for sales or
2 for service
Webhook, TID,
parameters, caller
Phone
number in
DB, send
to service
#InvocaSummit

20. CALL
CENTER
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21. #InvocaSummit
Skill Level Signup
Skill 6 Conversion > 40%
Skill 8 20% < Conversions < 40%
Skill 10 Conversions < 20%

22. Changes in recruiting lead to better agents.
159
414
653
0
100
200
300
400
500
600
700
JUNE JULY AUGUST
APPLICATIONS
13
39
44
0
10
20
30
40
50
JUNE JULY AUGUST
HIRES

23. Marketing Collaborating with Call Centers.
• Visit call centers and meet with sales coaches
• Provide marketing training – where leads are driven
• Feedback on TID performance
• Messaging – ad copy, landing page, etc.
#InvocaSummit

24. BEFORE AND AFTER
#InvocaSummit

25. Call Centers
#InvocaSummit
BEFOR
E

26. Call Centers
#InvocaSummit
AFTER

27. Service Levels
#InvocaSummit
BEFOR
E
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2016 2017

28. Service Levels
#InvocaSummit
AFTER
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2016 2017

29. Paid Search
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17
Abandon Rate
78.00%
80.00%
82.00%
84.00%
86.00%
88.00%
90.00%
92.00%
94.00%
96.00%
98.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17
Answer Rate (Handles/Volume)
#InvocaSummit
BEFOR
E

30. Paid Search
#InvocaSummit
AFTER
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17 7/1/17 8/1/17 9/1/17
Abandon Rate
78.00%
80.00%
82.00%
84.00%
86.00%
88.00%
90.00%
92.00%
94.00%
96.00%
98.00%
1/1/17 2/1/17 3/1/17 4/1/17 5/1/17 6/1/17 7/1/17 8/1/17 9/1/17
Answer Rate (Handles/Volume)

31. WHAT DID WE LEARN?
#InvocaSummit

32. Align Marketing
& Sales Goals.

33. #InvocaSummit
Marketing & Sales had different ideas how
to handle calls.
Marketing
• Improve pay rate
• Focus on online sales
• Test chat box option
• Drop and go solution
• Call back assist
• Shift partner volume to CR
• Additional skills for inbound
• Open an hour early for morning drive time
• Spanish conversion
• Remarketing outbound to inbound
Sales
• Outsource
• On-track push
• Efolks rollover
• Reduction in average handle time
• Don’t log them in to Credit Access
• Tiered sales incentive
• Eliminate PTO
• Hire/recruiting incentives
• Reduce training to one week
• Volume prioritization
• Shift sales coaches on the phones for the
month
• Postpone LEAP

34. Hiding Behind Averages.
• Are we hiding behind averages?
• What’s my average?
• What are my extremes?
• Do our averages normalize the data?
#InvocaSummit
0
2
4
6
8
10
12
14
16
18
20
1 2 3 4 5 6 7 8 9 10 11 12 13

35. Year-Over-Year
1%
10%
100%
2010 2011 2012 2013 2014 2015 2016 2017
Growth
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GET CLARITY ON
THIS CHART

36. Morale Affect.
• Poor performance: with too
many consecutive bad leads,
it’s proven that our agents do
worse with good leads.
• The better the sales agent, the
more superstitious – quick
downward spirals.
#InvocaSummit

37. Listen to Calls.
#InvocaSummit

39. Please take the 4 question session survey! How’d we do?

40. THANK YOU