Terry Starbucker

APRIL 13, 2011

The best example of “trap avoidance&# working in the real world, for me, was when I was talking to a call center agent about the “policy&# of doing everything in her power to avoid a costly truck roll to a customer’s house.

Call Center 278

Call Center Policies Guidelines Letter 278

Terry Starbucker

DECEMBER 8, 2013

The key here is to focus on only 3-4 targets per cascade level that have specific relevance to that level – for example, in my cable company our 3 company-wide numbers were total customers, Net Promoter Score, and our Customer Fault Rate, while at the call center level, they were Service Level, Abandonment Rate, and First Call Resolution.

Leadership 339

Leadership Metrics Short-term Drucker 339

Terry Starbucker

APRIL 1, 2012

2) We made significant process improvements that saved thousands of “truck rolls” 3) We stopped spending money on things we THOUGHT were important to the customer (especially in our Call Center). The savings came from all three key elements: 1) We improved retention by 25%.

ROI 294

ROI Call Center Operations Cost 294

Terry Starbucker

MAY 22, 2016

We needed a central call center. Twenty-seven call taking locations would be shut down, and 90 people would get laid off. As we added more services and created more complicated pricing and technical challenges for our agents, delivering consistent service would become paramount.

Letter 171

Letter Leadership Call Center Long-term 171

Terry Starbucker

JULY 19, 2015

This group, called Connection Enterprises , would call all new subscribers after they had the service for a week or two, and have a conversation with them, thanking them for their business, and asking a couple of questions about the quality of their service. Bob was insistent. “We We will save customers.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Terry Starbucker

JULY 5, 2015

queried Allan, one of my managers who ran our call center. “I I sprung my little idea to my 5 field managers at a staff meeting a few weeks before our December holiday party. “I I want all of us to do the Saturday Night Live Cowbell skit at the holiday party”. What do you mean, DO the skit?” I bet everyone will get a kick out of it”.

Leadership 150

Leadership Letter Conference Definition 150

Terry Starbucker

JULY 23, 2018

I knew the new suit really “fit” the day I sat in my office and decided to personally meet face to face with 87 people we had decided to lay off in a call center consolidation. Principle #2: Asking For Trust And Keeping Your Promises. The nice letter with the “thank you for your service” wasn’t enough.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181