ST. PETERSBURG, FL – MARCH 15, 2018 – iQor, the only global managed services provider embedded in the flow between product, people and services, was presented with a Bronze Stevie® Award in the Customer Service or Call Center Training Practice of the Year category at the 12th annual Stevie Awards for Sales & Customer Service for dramatically improving retention through its PeaQ Performance Qoaching nomination.
The awards were presented to honorees during a gala banquet on Friday, February 23 at Caesars Palace in Las Vegas, NV. Jennie Harrison and Barbara Terrazas from iQor’s Training Team accepted the award on behalf of iQor.
“We’re seeing a transformation in customer experience take place in the industry,” said Gary Praznik, executive vice president and chief operating officer for iQor. “New technologies and a new generation of tech-savvy, independent consumers are altering the customer journey, its touchpoints, as well as our workforce. The only way we can keep ahead of the curve is by properly coaching our employees and provide the tools necessary to succeed in this changing landscape.”
The company’s PeaQ Performance Qoaching, or PPQ, aims to coach and develop current iQor leaders with a focus on driving team performance and positive engagement. Over the course of five days, PPQ teaches 16 different techniques that dig into the root causes of the challenges faced on the production floor, and provides the tools necessary to deal with these challenges and become a better engaged supervisor. Seventy-five percent of the course is taught through role-playing, using techniques learned through open and supportive feedback. Classes are limited to 12 participants for a more personalized and community-based learning experience.
“We find that those that take this course are two times more likely to stay with the company,” said Mark Monaghan, vice president of global learning for iQor. “A highly engaged manager with highly engaged employees who are well-trained and well-coached perform better, which means they are generally happier with what they are getting out of their work experience and are more likely to stick around and see personal career growth within our organization.”
iQor has seen a notable drop in agent attrition since PPQ’s launch in 2016. PPQ can significantly improve customer satisfaction scores as well as other key performance indicators for clients, which help drive positive outcomes for end customers. iQor’s PeaQ Performance Qoaching program also landed in the Top 10 for Best Executive Coaching at the 2018 HR.com LEAD Awards.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes seven of the world’s leading business awards programs, including the prestigious American Business Awards and International Business Awards®.
“All of our Stevie Award winners should be proud of their achievements. Independent professionals around the world have agreed that their accomplishments are worthy of our public recognition,” said Stevie Awards president Michael Gallagher.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.
iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 45,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at www.iqor.com or follow us at www.twitter.com/iqor.