Taking it to

the next level

ExpEriEncE the C3 differenceP 800.707.4360 F 954.577.88071200 S Pine Island Rd, Suite 200 Plantation, Florida 33324www.C3connect.com

Results for four key performance indicators were measured globally two weeks prior to the beginning of the C3PO rollout and compared to five weeks after the completion. The results are shown below:

Service & Sales Results for a Major Wireless Provider

The following results represent all Customer Care and Retention performance across the clients internal call centers.

• Compared % two weeks prior to training up through five weeks after C3 Performance Optimization training.

% changE

73%

3%

3%

67%

Additional Benefits:• Team Building – All associates trained

as a unit

• Methodology easily self-applied to new products and services w/o further training

• Associates become each other’s support system

• Increased level of job satisfaction, driving increased job satisfaction and reduced attrition

• Higher rate of “sticky” sales

The Results

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

QUALITY

TRAINING

M

ONITORIN

G COACHING

Performance Optimization

MetRiC

Sales Per Hour

Handle Time

Voice of the Customer

Renewals

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

C3 Performance Optimization is a dedicated operating unit that has successfully delivered double digit results for companies around the globe.

One such project was for a major wireless provider that is known for good customer service. This client needed to increase sales conversion. With the wireless market place

The C3 Performance Optimization team used its c3 pLUS implementation methodology to quickly analyze the client’s internal new hire training curricula and to develop key objectives, targeted revenue segments for the client, and areas of focus for the trainers to follow. The C3 team customized its core “boot camp” offering and produced a client specific Facilitator’s Guide, Participant Guide, Coach’s Guide, Certification Process and Answer Key. Over 32,000 Customer Service & Sales (S&S) employees, in 40 different call centers, spanning the globe attended highly-engaging and interactive 3-day certification training. We trained formal skills and techniques to up-sell services using a unique methodology.

The Facilitator’s Guide laid out a road map of the C3 Solution for the instructor and explained each of the activities designed to help the CSRs retain the information at a higher rate than using traditional learning methods. Each activity was designed to help them break down the components of transitioning to a sales mode, and equipping the CSRs with the tools to effectively position the top 5 revenue generating services for sale. It is important to note that this client was particularly sensitive to softly transitioning to sales due to the regulatory nature of their business, and heavy emphasis was given to making it a permission-based transition.

The training was built upon C3’s methodology that uses High Interactivity and Repetition in order to increase knowledge retention rates. Supervisors (“Coaches”) were also certified as part of the project in order to provide on-going learning reinforcement, continuous improvement, and the tools they need to support the front line team. Sustainability is a critical component of the C3 Performance Optimization product suite.

reaching an all-time high of 94% saturation, each company is scrambling to keep the customers they have and win customers from their competitors. Whatever a company does to survive in the marketplace, it must play a balancing act of meeting customer’s service and sales needs while not harming the customer experience, all while increasing revenue.

Specifically, this client needed to increase sales of additional services to existing customers. The way customers use wireless service is ever-changing. Voice usage (talk time) is declining, and data use is growing.

After an exhaustive search, this client selected C3 Performance Optimization to help them re-energize their growth engine and make significant increases in sales without sacrificing the high level of service that their customers have come to expect.

The Solution Testimonials from Trainees Post C3 Certification

A Case Study

“This was the best training that I have had. It was extremely interactive. It was so nice to not watch a bunch of power

points or have a bunch of handouts. It was great to see how much the

team grew in 3 short days!”

“The course was amazing and really got me excited to come back to work and get on the phones and really show my

excitement to our customers.”

“This was an amazing learning experience and I am so excited that my company wanted to provide us with such a great opportunity. We now have the tools and resources

to become sales experts.”

“I was four weeks into my CSR training and I was very nervous

about entering the floor and taking calls. Now I feel more confident

than ever with taking calls to both help customers resolve their issues

and transitioning into sales.”

“Excellent presentation! I cannot begin to express how thrilled and enthused I

feel now to get back on the phones and apply what I learned and had hesitations

about before this training. I feel equipped with the knowledge I learned

and will apply in the future! Truly appreciate my company’s investment

in this great support network.”

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

C3 Performance Optimization is a dedicated operating unit that has successfully delivered double digit results for companies around the globe.

One such project was for a major wireless provider that is known for good customer service. This client needed to increase sales conversion. With the wireless market place

The C3 Performance Optimization team used its c3 pLUS implementation methodology to quickly analyze the client’s internal new hire training curricula and to develop key objectives, targeted revenue segments for the client, and areas of focus for the trainers to follow. The C3 team customized its core “boot camp” offering and produced a client specific Facilitator’s Guide, Participant Guide, Coach’s Guide, Certification Process and Answer Key. Over 32,000 Customer Service & Sales (S&S) employees, in 40 different call centers, spanning the globe attended highly-engaging and interactive 3-day certification training. We trained formal skills and techniques to up-sell services using a unique methodology.

The Facilitator’s Guide laid out a road map of the C3 Solution for the instructor and explained each of the activities designed to help the CSRs retain the information at a higher rate than using traditional learning methods. Each activity was designed to help them break down the components of transitioning to a sales mode, and equipping the CSRs with the tools to effectively position the top 5 revenue generating services for sale. It is important to note that this client was particularly sensitive to softly transitioning to sales due to the regulatory nature of their business, and heavy emphasis was given to making it a permission-based transition.

The training was built upon C3’s methodology that uses High Interactivity and Repetition in order to increase knowledge retention rates. Supervisors (“Coaches”) were also certified as part of the project in order to provide on-going learning reinforcement, continuous improvement, and the tools they need to support the front line team. Sustainability is a critical component of the C3 Performance Optimization product suite.

reaching an all-time high of 94% saturation, each company is scrambling to keep the customers they have and win customers from their competitors. Whatever a company does to survive in the marketplace, it must play a balancing act of meeting customer’s service and sales needs while not harming the customer experience, all while increasing revenue.

Specifically, this client needed to increase sales of additional services to existing customers. The way customers use wireless service is ever-changing. Voice usage (talk time) is declining, and data use is growing.

After an exhaustive search, this client selected C3 Performance Optimization to help them re-energize their growth engine and make significant increases in sales without sacrificing the high level of service that their customers have come to expect.

The Solution Testimonials from Trainees Post C3 Certification

A Case Study

“This was the best training that I have had. It was extremely interactive. It was so nice to not watch a bunch of power

points or have a bunch of handouts. It was great to see how much the

team grew in 3 short days!”

“The course was amazing and really got me excited to come back to work and get on the phones and really show my

excitement to our customers.”

“This was an amazing learning experience and I am so excited that my company wanted to provide us with such a great opportunity. We now have the tools and resources

to become sales experts.”

“I was four weeks into my CSR training and I was very nervous

about entering the floor and taking calls. Now I feel more confident

than ever with taking calls to both help customers resolve their issues

and transitioning into sales.”

“Excellent presentation! I cannot begin to express how thrilled and enthused I

feel now to get back on the phones and apply what I learned and had hesitations

about before this training. I feel equipped with the knowledge I learned

and will apply in the future! Truly appreciate my company’s investment

in this great support network.”

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

C3 Performance Optimization is a dedicated operating unit that has successfully delivered double digit results for companies around the globe.

One such project was for a major wireless provider that is known for good customer service. This client needed to increase sales conversion. With the wireless market place

The C3 Performance Optimization team used its c3 pLUS implementation methodology to quickly analyze the client’s internal new hire training curricula and to develop key objectives, targeted revenue segments for the client, and areas of focus for the trainers to follow. The C3 team customized its core “boot camp” offering and produced a client specific Facilitator’s Guide, Participant Guide, Coach’s Guide, Certification Process and Answer Key. Over 32,000 Customer Service & Sales (S&S) employees, in 40 different call centers, spanning the globe attended highly-engaging and interactive 3-day certification training. We trained formal skills and techniques to up-sell services using a unique methodology.

The Facilitator’s Guide laid out a road map of the C3 Solution for the instructor and explained each of the activities designed to help the CSRs retain the information at a higher rate than using traditional learning methods. Each activity was designed to help them break down the components of transitioning to a sales mode, and equipping the CSRs with the tools to effectively position the top 5 revenue generating services for sale. It is important to note that this client was particularly sensitive to softly transitioning to sales due to the regulatory nature of their business, and heavy emphasis was given to making it a permission-based transition.

The training was built upon C3’s methodology that uses High Interactivity and Repetition in order to increase knowledge retention rates. Supervisors (“Coaches”) were also certified as part of the project in order to provide on-going learning reinforcement, continuous improvement, and the tools they need to support the front line team. Sustainability is a critical component of the C3 Performance Optimization product suite.

reaching an all-time high of 94% saturation, each company is scrambling to keep the customers they have and win customers from their competitors. Whatever a company does to survive in the marketplace, it must play a balancing act of meeting customer’s service and sales needs while not harming the customer experience, all while increasing revenue.

Specifically, this client needed to increase sales of additional services to existing customers. The way customers use wireless service is ever-changing. Voice usage (talk time) is declining, and data use is growing.

After an exhaustive search, this client selected C3 Performance Optimization to help them re-energize their growth engine and make significant increases in sales without sacrificing the high level of service that their customers have come to expect.

The Solution Testimonials from Trainees Post C3 Certification

A Case Study

“This was the best training that I have had. It was extremely interactive. It was so nice to not watch a bunch of power

points or have a bunch of handouts. It was great to see how much the

team grew in 3 short days!”

“The course was amazing and really got me excited to come back to work and get on the phones and really show my

excitement to our customers.”

“This was an amazing learning experience and I am so excited that my company wanted to provide us with such a great opportunity. We now have the tools and resources

to become sales experts.”

“I was four weeks into my CSR training and I was very nervous

about entering the floor and taking calls. Now I feel more confident

than ever with taking calls to both help customers resolve their issues

and transitioning into sales.”

“Excellent presentation! I cannot begin to express how thrilled and enthused I

feel now to get back on the phones and apply what I learned and had hesitations

about before this training. I feel equipped with the knowledge I learned

and will apply in the future! Truly appreciate my company’s investment

in this great support network.”

Taking it to

the next level

ExpEriEncE the C3 differenceP 800.707.4360 F 954.577.88071200 S Pine Island Rd, Suite 200 Plantation, Florida 33324www.C3connect.com

Results for four key performance indicators were measured globally two weeks prior to the beginning of the C3PO rollout and compared to five weeks after the completion. The results are shown below:

Service & Sales Results for a Major Wireless Provider

The following results represent all Customer Care and Retention performance across the clients internal call centers.

• Compared % two weeks prior to training up through five weeks after C3 Performance Optimization training.

% changE

73%

3%

3%

67%

Additional Benefits:• Team Building – All associates trained

as a unit

• Methodology easily self-applied to new products and services w/o further training

• Associates become each other’s support system

• Increased level of job satisfaction, driving increased job satisfaction and reduced attrition

• Higher rate of “sticky” sales

The Results

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

QUALITY

TRAINING

M

ONITORIN

G COACHING

Performance Optimization

MetRiC

Sales Per Hour

Handle Time

Voice of the Customer

Renewals

Taking it to

the next level

ExpEriEncE the C3 differenceP 800.707.4360 F 954.577.88071200 S Pine Island Rd, Suite 200 Plantation, Florida 33324www.C3connect.com

Results for four key performance indicators were measured globally two weeks prior to the beginning of the C3PO rollout and compared to five weeks after the completion. The results are shown below:

Service & Sales Results for a Major Wireless Provider

The following results represent all Customer Care and Retention performance across the clients internal call centers.

• Compared % two weeks prior to training up through five weeks after C3 Performance Optimization training.

% changE

73%

3%

3%

67%

Additional Benefits:• Team Building – All associates trained

as a unit

• Methodology easily self-applied to new products and services w/o further training

• Associates become each other’s support system

• Increased level of job satisfaction, driving increased job satisfaction and reduced attrition

• Higher rate of “sticky” sales

The Results

Bringing the best out in your front line teams is a task that is a recurring goal for nearly every company yet not often achieved in a sustainable manner. For many, traditional “training” is outdated, ineffective, and often times yields short term results. It relies on all-too-familiar methodologies repeatedly proven to yield poor long-term retention and little skill improvement.

C3 avoids yesterday’s practices for improving key performance indicators. Our Performance Optimization solution is a revolutionary methodology that empowers customer facing teams and delivers unparalleled customer loyalty and client success via a suite of services focused on three key areas: front-line training, coaching for sustainability and quality monitoring. Each participant receives a C3 Certification in the area that they were trained along with the skills needed to sustain results for the key performance indicators most critical to their business.

QUALITY

TRAINING

M

ONITORIN

G COACHING

Performance Optimization

MetRiC

Sales Per Hour

Handle Time

Voice of the Customer

Renewals