The program included:
- Two days of supervisor training on Cooperative Coaching and Facilitation skills
- A series of Agent Huddles, which were originally led by Renegade and then turned over to the Supervisors to incorporate into their daily routines
- Intensive side-by-side coaching from seasoned Renegade Sales Coaches
- A Coach the Coach program
- Creation and implementation of a permanent coaching structure executed by Call Center management
- Instant gratification structure kicked off by Renegade and then incorporated into the Supervisor’s daily routines
By working in collaboration with Call Center management to create a structure that made “value selling” part of the daily routine for both Agents and Supervisors, Renegade was able to foster a permanent lift in performance.
Individual Agent sales performance (measured by RGUs) increased as much as 190% during the intensive first weeks of the program and then leveled off to what the client terms “a new normal.” All markets, including the pilot market still consistently averaged higher RGU sales for months after the event.