Developing new Retention Strategies over chat & e-mail to maximize the retention options as per the concerns shared by the customer.
Led an International Remote Retention Team of 11 people who are beating industry standards daily by maintaining average retention above 20%.
Improving current processes, chat macros, email templates, and terminologies to improve retention every day.
Identifying areas for improvement by QAing communications between Agents and Members to improve the overall Retention experience of members.
Defining new goals / focal points for the team to improve overall Retention skills.
Enabled the team to handle around 1500+ tickets (E-mail + Chat) on weekly basis with around 20% retention at the current phase which started somewhere around 10%, which means that we have doubled the retention since the inception of the Retention team.
Meeting with Engineering to improve tools for the team in order to improve their efficiency and communications.
Managing coverage with respect to volume and scheduling agents to ensure that coverage is provided 24/7 over chat & e-mail.
