Time Warner Cable: Coaching to Manage Performance

Time Warner Cable´s Need

Time Warner Cable (TWC), the second-largest cable operator in the U.S., sells leading-edge products in an increasingly competitive market. In order to protect its customer base from competitors and increase its revenue, the company knew that customer service agents needed to add the selling role to their service responsibilities. To successfully implement this company transition, TWC first wanted to train its supervisors on an effective coaching process so that they could successfully guide their teams through the change.

The ABR Solution

ABR provided coaching training for supervisors so that they could actively support agents who would be using the new selling skills. ABR’s blended training solution for supervisors included two e-learning modules and a two-day instructor-led workshop. The e-learning addressed the following topics:

  • Coaching Overview: Defined the coaching role and the responsibilities of a coach in the new service and sales culture
  • Coaching Communication Skills: Provided an overview of the communication skills that are vital for effective coaching

How ABR Helped Time Warner Cable Accomplish Their Goals

Implementation of the training began in June 2007, and TWC reported positive results immediately. ABR’s coaching training solution gave supervisors the tools and knowledge that they needed to help agents embrace and succeed in the new service and sales culture. TWC now has higher expectations of its supervisors and customer service agents.

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