Transform Your Culture & Contact Center (CLEARLINK)

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CLEARLINK™

Five Ways to Transform Your Culture and Transform Your Contact Center

CLEARLINK™-Marketing experts that work with national brands to sell their home services. A variety of marketing

channels are utilized. Customers find our marketing efforts and call our contact center.

The Culture We Didn’t Want

The Culture We Created

How We Create “The Best Place to Work”

Hiring Practices Training Community Involvement Incentives Retention Programs

Where You Can Start

Do we really have the people we want? Is training geared towards the people

we hire? Do our employees talk positively about

our company to their friends? Are people motivated? Do our people want to stay here?

Results That Matter

2010 most profitable year for CLEARLINK

Low monthly turnover with aggressive min expectations

Highest conversion rates Highest fulfillment/quality Opportunities to serve the community Low training fallout Large hiring pools

Summary

We believe that culture has a strong say on whether people leave our organization. We concentrate on culture, content, and conversion. Culture drives whether our content is what we expect, and whether conversion goes up or down.