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case studies

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

2) Coaching

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

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