Case Study: Telecommunications

Case Study

This training initiative gave CSRs the skills and incentive to bridge inbound service calls into new sales.

Results

  • More than 5,000 people trained
  • Participants gave the training an average rating of 4.2 on a 5-point scale
  • 100% of associates who took quizzes cored 80% or better
  • 31% average increase in sales across call centers

This telecommunications organization wanted to immediately impact sales results by enhancing the sales skills of their 5,000 associates taking inbound calls in nine call centers.

Issues

The company wanted to:

  • Increase sales by 30%
  • Reduce the employees’ reluctance to selling
  • Create the tools necessary to change the mindset and culture from service to sales

Solution

  • BI designed training that broke down the sales process into six problem-solving skills: establish trust, ask and listen, match product to need, recommend, overcome objections and confirm the sale.
  • The training solution included:
    • Four, one-hour facilitated training sessions for associates.
    • Self-study modules for non-attendees.
    • Four, two-hour training sessions for supervisors.
    • Skills reinforcement through audio tapes to model behavior.
    • Knowledge testing through interactive voice response quizzes/awards.
    • AwardperQ® bonuses for improved sales results over prior periods (enables participants to accumulate their earnings online and select their own merchandise and individual travel awards).
  • Consultation and reinforcement via monthly visits at each center by a consultant.