Solution
Our CallMentor® Learning and Performance Improvement System with SalesMentor® and CoachingMentor® for Sales Revenue Growth.
Results
- Increased customer revenue per household by 18%
- Increased customer loyalty rating by 10 basis points through customer-focused selling
- Improved overall customer service satisfaction rating
- Sold 1.5 more products per call
- Senior leadership engaged from the beginning
- Master call center coaching best practices were onsite at all four sites and worked one-on-one with team leaders weekly
- Team leaders and Master Coaches were able to describe the dynamic nature of the sales model and call center coaching by experiencing, firsthand, its use by monitoring customer calls and call center cross-selling training execution
- Reps included in bi-weekly calibration sessions to further reinforce the nuances of the business sales training model
- Measurements and incentives were aligned to support the consultative selling training process
- Reps were reinforced to use the sales model and related skills by the leadership team worked one-on-one with team leaders weekly
