CATEGORY: OUTBOUND CONSUMER SALES
Our client provides full service telecommunications services including home phone, satellite, wireless, long distance, and Internet services in a dozen states.
In 2006, we launched outbound calling with 20 agents. Today that number has increased to over 100 seats.
KEY DRIVERS
Key to our success with all of our programs is the combined efforts of our Account Management and Operations Management teams to create turnkey operations on both sides.
In our initial outbound program, we contacted existing customers with at least one service. An online account review allowed us to review the customer’s existing services and better understand the potential for an upgrade or additional services.
We needed to recruit a team of seasoned sales agents who could also handle the complexity of a multiple systems interface and extensive product knowledge all within a 5 week training curriculum.
THE RESULTS
We over-exceeded our objectives following our initial ramp at an average of 115% across all Key Performance Indicators over a period of 6 plus months.
This was thanks to:
- High quality recruiting and a unique culture for the team to thrive in. (Average tenure on the program is in excess of 14 months)
- Our ability to master product knowledge delivery in bundled services and leverage a top down selling approach with customers.
In true partnership, we have streamlined the training curriculum to 4 weeks and continue to drive results with strategic thinking and execution at all levels – from agents to managers.
J.D. Power & Associates ranks this client’s business group as highest in the nation for customer satisfaction (June 2008).
