Increase transitional selling by 13x
The client uses third-party call centers to take customer service calls. This project was aimed to get an offshore call center partner to improve lead generation efforts on a specific new product introduction. The six teams targeted, totaling 84 agents, were not in sales (billing and repair/ troubleshooting), but are expected to transition from a customer service call to a sales opportunity when appropriate. The goal was to help this group make the transition fluidly.
The entire call center struggled with sales performance around the new product and had previously received little or no support. In addition to gaps in product knowledge, the group was contending with cultural gaps, as the Filipino agents did not fully understand how the product was used.
To improve understanding, GrowthPlay designed a six-week program with the following elements: