THE ACHIEVE INSTITUTE HAS GROUNDBREAKING ORGANIZATIONAL TOOLS THAT DELIVER A SYSTEMATIC APPROACH TO IMPROVING PERFORMANCE IN THE CUSTOMER CARE INDUSTRY, WHICH IN TURN DRAMATICALLY INCREASES PRODUCTIVITY AND LEADS TO
BOTTOM-LINE BUSINESS RESULTS.

Just ask some of our satisfied customers who we helped with their business challenges. These customers used the achieve system™ to strengthen the culture and improve the productivity and performance in their highest areas of need.

RESULTS COLLECTED FROM INTERVIEWS WITH
FORTUNE 100 TELECOM COMPANY LEADERSHIP

CONSISTENT CUSTOMER EXPERIENCE
“The Achieve methodology helped me redirect my team on prioritization and stay focused on the overall customer experience. We love our customers and partner with them to create solutions.”

REP. RESOLVE, REP PERFORMANCE AND NPS
“What’s changed is that we think differently, using Achieve. By changing our approach and attitude, our focus shifted. We saw noticeable and significant improvement in our Customer Satisfaction and NPS. The right focus delivered the right results and earned us our #1 rating by J.D. Power.”

IMPROVEMENT ACROSS ALL KPIS
“The first half of the year we were placed 18 out of 21 call centers. By the second half of the year, we were #1 in the country using Achieve.”

CUSTOMER SALES
“We saw a 30% year-over-year improvement in subscriber additions, we met our region’s five year goal in half the time allocated. The program works!”

LEADERSHIP TEAM PERFORMANCE
“I became more effective in energizing my leadership team around the goal, instead of the noise. I saw improvement in my team as leaders themselves, running their own teams more effectively.”

EMPLOYEE ENGAGEMENT
“Before Achieve, we focused only on the metrics. Now, we focus on the behaviors that impact and drive the metrics – behavior leads to results.”

CALL IN RATE
“Using what we learned from Achieve, we created a solution that led to 300,000 less calls per month, generating
major savings.”

EMPLOYEE SATISFACTION
“[Achieve] has positively affected how we tackle things across the board. 90% fewer fire drills, based on attitude alone. The evolution has made my job so much more enjoyable. I love my job now!”

FORWARD THINKING
“Achieve has helped us redirect our focus farther down the road to help us move through obstacles that had been slowing our progress, efficiency and effectiveness”

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AFTER WORKING WITH THE ACHIEVE INSTITUTE, OUR CUSTOMERS WERE ABLE TO MEET THEIR CUSTOMER SERVICE TRANSFORMATION GOALS AHEAD OF TIME. AS THE ACHIEVE SYSTEM™ BECAME EMBEDDED INTO THEIR WORK CULTURE, THE ORGANIZATION EXPERIENCED IMPROVEMENTS IN OVERALL TEAMWORK AND CUSTOMER SERVICE LEVELS THAT SUBSTANTIALLY IMPROVED OUR BUSINESS METRICS, WHICH IN TURN POSITIVELY AFFECTED
THEIR BOTTOM LINE.
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After working with The Achieve Institute, our customers were able to meet their customer service transformation goals ahead of time. As The Achieve System™ became embedded into their work culture, the organization experienced improvements in overall teamwork and customer service levels that substantially improved our business metrics, which in turn positively affected their bottom line.

PEAK PERFORMANCE UNLEASHED

Organization-wide goals become the main focus for the entire call center, forming a connection, top to bottom, based on a commitment to a
performance culture.
Aligning the team eliminates time wasted on tasks that serve targets not consistent with the call center’s goals, resulting in an increase in overall productivity.
The entire center is focused, engaged and committed to doing their best in everything that they do, resulting in exceptional value to the customer, and the bottom line.
THE ACHIEVE CUSTOMER CARE PROGRAM WAS DEVELOPED TO HELP THE ENTIRE CALL CENTER IMPROVE HOW THEY PERFORM EVERY DAY, AT EVERY LEVEL OF THE ORGANIZATION. THE PROGRAM USES THE ACHIEVE SYSTEM™ TO HELP THE CENTER IDENTIFY FUNDAMENTAL DRIVERS OF PERFORMANCE, THEN ALIGN THEIR APPROACH AND EXPAND THEIR CAPACITY.

Combining live events, group coaching, e-learning and more, achieve coaches work with leadership to target key performance metrics and apply the achieve system™ to remove obstacles that prevent the center from performing at the best possible level.

PROGRAM ELEMENTS

ACHIEVE KICKOFF EVENT
The team will be introduced to the concepts of The Achieve System™ and learn how to apply these concepts to drive individual and team performance.

E-LEARNING CLASSROOM
Achieve concepts are further reviewed through online videos, lessons and worksheets. Optional customized lesson tailor the experience to your call
center’s needs.

GROUP COACHING CALLS
The Group Calls strengthen the effectiveness of the program and aligning the group’s approach to tackling performance challenges
and reaching targets.

ONSITE COACHING VISITS
Achieve experts participate in team sessions to assess progress and reinforce application of the program, specifically to relevant day to day tasks.

NEW MEMBER ORIENTATION
Scheduled sessions throughout the engagement help introduce new team members to The Achieve System™ and its application to the center’s goals.

ACHIEVE PROGRESS EVENT
Participants will presents to leadership the gains made on their performance, share application methods and progress on key organizational projects and initiatives.

ACHIEVE COACH LIAISON
Managing all aspects of the program, the Achieve Coach will periodically speak with key team members to discuss the program’s application and progress.

PERFORMANCE METRICS
The APM tracks fundamental areas of your center’s performance improvements and how the results are relevant to your key performance metrics

High performance organizations recognize that one-time breakthroughs are not enough. The Achieve Customer Care program focuses on the entire center continuously expanding performance on a daily basis. This transformation creates a cycle of success that leads to even higher levels of performance and improved results.

LET’S ACHIEVE TOGETHER