Discover: Increased Auto-Pay Rate By 3.3%
Discover wanted to transform a dry, often emotionally-charged billing and collections process into a more customer-connected conversation.
Weber helped empower the frontline to connect with customers on a more human level by identifying emotional drivers to help reps improve billing and collections results. We defined and codified emotional drivers, delivered on-the-job tools for reps to better understand the customer, and provided the tools to help supervisors set strategic goals for reps to focus on success.
- Increased accept rate by 2.3%
- Increased auto-pay rate by 3.3%
- Increased direct pay by .7%