Buwelo BPO's Retention Coach

Buwelo BPO’s Retention Coach


Retention Coach

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience:
  • Location: Accra
  • Job Field: Customer Care  , Law / Legal 

Among the duties and responsibilities:

  • Cancellation Validation:
  • Using the Valdi link for Inbound Care, you can export the calls in Valdi with the phrases for ending the call.
  • Check everything in the SDSC File and the Saved Tracker.
  • Check to see if the call is a valid request to cancel – At least 35–40 calls a day

Collect the following data:

  • Number of contracts
  • Reason for not going
  • Sub Category
  • Save Decision (Saved Successfully, Saved Attempt, No) Saved Attempt, No
  • Opportunity
  • Opportunities
  • If TSF was given, how much TSF was given?
  • Documentation

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Weekly Huddle

  • Team Weekly Results
  • Honor those who do well
  • Reasons People often cancel
  • Challenges
  • Sharing the best ways to do something

Every Day Coaching

  • Those who didn’t try to save
  • Agents who haven’t saved anyone
  • Play a role-play about how to deal with problems.
  • Take action within the day
  • Up-Training
  • Help with extra or refresher training

We’re looking for the following qualifications:

  • Has a very good record of being there (more than 95%)
  • (Procedural compliance should be over 80%) Knows a lot about the account.
  • Has a goal-saving rate of more than 45%.
  • Note that the team is collecting data on the above criteria for 3 months.

Application Method

Interested and qualified? Go to Buwelo BPO on www.linkedin.com to apply