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
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
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
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
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