Industry: Telecommunication/Cableresource-associates-consulting-case-studies-telecommunications

Client: Call center for a national cable company

Scenario:
Sales representatives were only achieving a closing rate of 20% when up selling new products and services to the current customer base. Management defined a need to develop a call center strategy to maximize individual and team effectiveness that ultimately would result in increased revenues. The company needed to change the mindset of call center employees from that of “order takers” to matching services with customer needs, while creating a team environment.

Approach:
Work was done to identify leadership/supervisory competencies to enable management to effectively communicate the new strategy, objectives, and goals. A customized development process was created to incorporate a proven sales process to improve closing ratios, communication, and customer service skills.

Results:

  • The call center realized a 260% increase in closing rate, which exceeded the company’s goal by 105%.
  • The call center experienced a dramatic increase in positive customer perception.
  • All 140 sales reps increased their wages through commission despite restructuring of the pay scale.
  • Every representative increased his or her personal effectiveness with the sales process, which led to this regional call center to be ranked as one of the Top 10.

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