We use technically necessary cookies to make this website work. With your consent, we also use statistics and marketing services to improve our website, measure the success of our advertising and show you relevant ads on other platforms. Data may be transferred to countries outside the EU, such as the USA. You can change or withdraw your choice at any time via “Cookie settings” in the footer.
The Solution Brief shows on two pages how we put conversation excellence into practice with your agents and team leads: listening to calls, tracing callbacks to their root cause, putting a euro figure on them and fixing them with micro-trainings, workshops and guides. After 6–8 weeks your team leads coach on their own. With a worked example, proof from 18 years of running service and the way to the free results check.
At a glance
– Customers who call twice cost you twice. Push on call length and you usually get even more callbacks.
– Four typical situations: customers call twice, pressure on call length, difficult conversations such as complaints, cancellations or a clear no, and coaching that is missing in daily work.
– The process in 6–8 weeks: find (listen to calls, analyse callbacks), quantify (each root cause in euros), fix (micro-trainings, workshops, guides), embed (team leads coach on their own).
– Worked example: with 100 service FTE at €50,000 each and 10% callbacks that could have been solved on the first call, you pay €500,000 a year twice.
– What stays: team leads who coach, guides for the hard cases and a toolbox with ten exercises.
The Solution Brief starts with the customer who calls a second time. Calls are listened to, callbacks analysed and traced back to their root cause in the conversation. Every root cause gets a euro figure, as an honest range. That becomes the training plan for each team.
The formats: conversation diagnostics, call listening and reviews, micro-trainings and workshops, coaching for team leads and quality routines. The work happens in day-to-day business, on real calls. Short calls are the result of good calls, not the goal.
Results, not slides
Behind the brief are 18 years of running service with my own P&L, as a service provider and as a client: at Transcom a site with over 30% contribution margin after the turnaround, at IDnow 950 FTE in 6 countries and −14% cost per transaction, at TELUS International +30% revenue in three years.
After 6–8 weeks your team leads coach on their own. Listening routines, calibration, guides for complaints, cancellations, billing and a clear no, plus ten exercises from beginners to pros stay with you.
