“Our cross sales for January were amazing – they all had a huge increase in their totals! Many of them doubled their totals from previous months. Now we just need to keep the momentum going.”
“I felt at ease with this training. I picked up valuable techniques. McKee Consulting was also more than willing to hear other people’s point of view. I left feeling I could do this! The presentation was excellently paced, extremely organized and always demonstrated to be relevant. The role playing exercises were the most effective.”
“After your Positive Coach Approach Certification Training, I do feel confident that the Supervisors and Team Leaders can keep the momentum going that we’ve gained over the past 2 years with your Training and On-Going Coaching. If it’s okay with you, may we may reach out to you sometime in the near future for assistance with some of our scripts. I think we have a real opportunity to LAMATIZE some of them!”
“I can’t remember when I have enjoyed learning something new so much! It was an enlightening experience and so much FUN! And you are absolutely right… it is simple but it isn’t always easy. Thanks again!”
“Thank you for helping my team succeed This year. My business finished a record year with 31% growth year-over-year. This has never been done in the history of the training materials business. Our success towards the end of the year had a direct correlation with your LAMA training and Positive coaching. Thank you for an outstanding program and being a part of our success.”
SUCCESS STORIES
MORE ABOUT McKEE
CASE STUDIES
Extraordinary Results for Business Leaders Across 5 Industries
Aetna is a major national provider of health plans and insurance solutions. They have approximately 14 different call centers around the country.
Challenge
Aetna has over 500 supervisors, with no consistent methodology for coaching front line customer service representatives for customer satisfaction, loyalty and education.
Solution
McKee Consulting provided on-site instructor-led two-day training on the Positive Coach Approach at call centers across the U.S. The training was followed in 30 days with Testing and Certification.
Results
All 500 supervisors have received complete training on The Positive Coach Approach. Senior Management has credited the training as the catalyst for a significant shift in corporate culture. Quality Assurance Management changed all of their forms to comply with The Positive Coach Approach, once they saw how effective the training was in shifting negative perceptions, increasing morale and creating positive outcomes.
E-Bay Enterprise (formerly GSI Commerce) is a major outsourcer for approximately 40 major online and catalogue retailers, and 500 clients worldwide, including Godiva Chocolatier, Keurig Coffee, Kate Spade, Dick’s Sporting Goods and NFL Shop.
Challenge
The E-Bay Customer Service Representatives were excellent at providing customer service and were trained for in-bound order taking. The Representatives had resistance to up-selling and cross-selling, because asking for additional sales was perceived as “being pushy.”
Solution
McKee Consulting provided on-site instructor-led training and individualized coaching, on Training Customer Service to Sell. This included soft skills training on up-selling and cross-selling. Using the LAMA technique, we obtained buy-in for polite ways of presenting and closing add-on sales.
Results
The CSRs loved the training and easily used the LAMA technique to make recommendations and suggestions for additional products to close more sales. Prior to the training, the in-bound conversion rate was 28%. After the training, the in-bound conversion rate increased to 47%. The units per transaction also increased dramatically. Management was so impressed with the results, that they then purchased a multi-year license to train their trainers on how to teach the LAMA technique and The Positive Coach Approach. Their trainers are currently training and coaching thousands of agents and supervisors throughout E-Bay Enterprise. The LAMA Training is also a major component of their new hire program. McKee Consulting continues to partner with E-Bay Enterprise, working with their instructional designers to produce web-based training courses.
Discover is a major financial services provider that offers credit card services to consumers throughout the U.S.
Challenge
When customers were ready to cancel their credit cards, CSRs were only able to retain 3% of those customers. The CSRs had been trained in customer service, but not in retention, which is a sales skill.
Solution
McKee Consulting provided a two-phase solution.
Phase 1
We provided on-site instructor-led LAMA training and coaching for all CSRs. The training included call path control and how to introduce three reasons for customers to keep their Discover Card.
Phase 2
Based on the extraordinary results from Phase 1, we created special retention teams to handle all in-bound cancellation calls in four locations. A customized training program was developed with new scripts to handle 31 different reasons for cancellation. We also set up and trained a separate out-bound retention team, to “Win Back” previously cancelled customers.
Results
Phase 1
The Retention Rate increased from 3% to 12%–a 400% increase in in-bound retention.
Phase 2
- The Retention Rate increased from 12% to 47%–a nearly 400% additional increase in in-bound retention.
- 90 days after cancellation, the out-bound retention team calls resulted a 62% “Win Back” rate.
21st Century Auto Insurance is a major national provider of personal auto insurance solutions. Originally founded in California in 1958, the company was based in Los Angeles with a call center in Woodland Hills.
Challenge
21st Century had three levels of sales reps: New Hires, Mid-Level Reps and High Producers. All are selling in the same product. New Hires – Selling 1 to 2 policies a day Mid Level – Selling 3 to 4 policies per day High producers – Selling 4+ policies per day Management’s primary goal was to increase the number of policies sold by each level of sales rep.
Solution
After analyzing calls, McKee Consulting determined that the reps were providing quotes and information, but not guiding the calls towards a sale and not asking for the sale. We provided training in three areas:
1 – Training in the LAMA technique for call path control
2 – Training on how to ask for the sale with an assumptive closing technique
3 – Training the supervisors to coach, using The Positive Coach Approach
Results
Policies sold by all three levels of sales representatives increased by 112%:
- The New Hires increased sales per day by 50% to 100%
- The Mid-Level Reps increased sales per day by 50% to 100%
- The High Producers increased sales per day by 100+%
On-going coaching by their supervisors using The Positive Coach Approach helped to sustain high levels of sales performance.
Spokeo is people search engine that organizes White Pages listings, public records and social network information to help people safely research and find other people.
Challenge
Spokeo initially marketed one, three and recurring monthly subscriptions. Once they had performed their initial searches, some customers wanted to cancel their subscription early.
Solution
McKee Consulting provided on-site instructor-led two-day training for agents on LAMA and for supervisors on the Positive Coach Approach, at their Pasadena Headquarters call center. The training was on soft selling skills to:
- Engage the customer in conversation on their initial purchase
- Demonstrate and provide education on the value of the service
- Ask the customer to maintain their initial subscription
In addition, McKee provides new hire training and on-going monthly coaching.
Results
McKee established benchmarks at the end of initial training, which showed a 38% retention rate. This was a substantial increase versus the previous retention rate. As McKee continues to train and coach Spokeo, the retention rate is now at 60% — This 57% increase in performance results in $1.34 million dollars saved.
