Project Summary: Affinion Group
Affinion Group is the global leader in customer engagement and loyalty solutions. They serve clients through three business units: Membership, Insurance, and Connexions Loyalty (reward programs).
Business Need
They noticed that the organization wasn’t consistently implementing and supporting their measurable standard. And, they recognized that this missing element would impact their quality, consistency and positioning in the market.
Goals of the Project
- Focus on listening: and provide a tailored approach for associates to sharpen their skills
- Highlight strengths and opportunities: so associates understand what they do well and how they could improve and leverage their strengths
- Adopt a new and measurable scorecard: so everyone can assess performance consistently and exceed client expectations
What We Delivered
Mark Jackson, Director of Training and Quality/Contact Center Operations, and the leadership team realized they needed to create a service culture. Communico Master-certified Mark, so he could certify qualified associates to train MAGIC for their organization. They also created an additional certification program for leaders who coach others.
Results
Affinion won top accolades from ContactCenterWorld’s Best in World competition (e.g. Gold medals for Customer Service (Large Contact Center Division), Best Contact Center Supervisor and Community Service). They were also finalists in the ICMI Global Contact Center Best Large Contact Center competition.
Learning Points
Leadership support, the proven, measurable MAGIC service standard, and continual feedback is a winning combination. Their commitment, at all levels, led to a dramatic improvement in call quality, customer satisfaction and their internal culture.
