CATEGORY: OUTBOUND CONSUMER SALES
A leading Canadian telecom company, our client provides local and long distance phone services, wireless voice and data services, internet access, and satellite television.
THE CHALLENGE
Offload 660,000 outbound calls per year from the client’s direct marketing centers; achieve monthly revenue targets for up-selling growth-area products and cross-selling home phone packages.
In order to have an impact in Q4 2007, this program had to be up and running in less than a month. Given the restrictive time frames, the client was not expecting any revenue contributions from this program until Q1 2008.
OUR STRATEGY
Typically, we would assemble a team of experienced telesales agents and relatively new managers. For this project, we did the opposite. We assembled a team of senior managers with prior telecom experience and paired them with a team of newly recruited and trained Telesales Agents.
Within a three-week period, the experienced Management Team worked very closely with the Telesales Agents to:
- Communicate a clear, consistent vision and specific objectives
- Create a sales culture appropriate to the product and marketplace
- Coach them on how to close the loop on the entire sales cycle and address any gaps immediately
- Motivate and reward behaviors.
THE RESULTS
SP Data hit 220% to total sales revenue for overall Q4 of 2007. We also exceeded premium sales mix objective on the ‘direct to home satellite’ product. SP Data's Q4 results exceeded what the Client accomplished on average across all internal and external partners during that time.
The client acknowledged ours to be the smoothest launch they ever experienced. Our success within the partnership has resulted in 400% growth and a new inbound program for Q2 2008.
