Problem

A company I worked for as a Contact Specialist was experiencing a high rate of student attrition due to poor customer experience. Our Contact Center department knew that we needed to improve our retention rates, but we weren't sure where to start.

After conducting research and analyzing feedback from students, it was discovered that the main issue was with our student contact specialists. Many students reported feeling frustrated and unheard when trying to communicate.

Solution

My team decided to focus on improving the training and development of our student contact specialists. We implement our existing processes and updated procedures that helped receive positive feedback from students and used this as a model to train the rest of the team.

We implemented a new training program that emphasized active listening, empathy, and problem-solving skills. We also provided ongoing coaching and feedback to ensure that all specialists were meeting our standards for customer service.

Impact

Retention rates increased by 40%
Student satisfaction ratings improved by 30%

"Focusing on re-contact and retention strategies made a huge impact on our customer engagement."

Accomplishment

Team Member #1 - Student Contact Specialist Trainer
- New training program cultivated based on my own successful practices as a top performer on the re-engagement team.
- Oversaw implementation of the program and provided ongoing coaching to specialists
- Coordinated communication between the training team and student contact specialists

Improving Student Retention with Enhanced Contact Strategies