discover financial

CALL CENTER LEADERSHIP DEVELOPMENT

Business Goal — Improved retention through development and coaching
Bluepoint was brought in to the Discover Financial call center with very specific targets:

• Help make a smooth transition to a new call center dialer strategy
• Maintain benchmark status within Discover Financial
• Reduce a high staff turnover rate of 30%
• Re-energize a long tenured management team
• Implement a cost effective deployment with lasting results
  

Action
Our approach was two fold:

1) Leadership

• The Leadership Challenge workshops for managers and supervisors
• Train the Trainer program, which allowed Discover to move to 100% delivery by internal certified trainers
• MBTI assessment

2) Coaching

• 16 internal coaches trained through a customized Leader as Coach workshop

Result
A cost effective, internally driven framework for sustained leadership development within the organization was established.