Case study

The client

The client deployed organization-wide sales methodology (customer conversation model). The model relied heavily on front line coaching to drive sales performance. Since deployment, the time devoted to front line coaching eroded and performance suffered.

The business challenge

The call centers targeted for improvement totaled 40+ sales supervisors and 400+ sales reps. A total of 14 sales supervisors (across three different call centers) were targeted for a refresh of the selling model and individualized leadership development over a 90-day period.

Target teams improved overall selling efficiency (units per 1,000 calls) by 5%

Driving value for the client

Supervisor/Agent Coaching Observations: GrowthPlay observed each supervisor and provided individual coaching to multiple sales reps. The goal was to gauge coaching styles and technique to baseline development effort.

  • Supervisor/Agent Coaching Observations: GrowthPlay observed each supervisor and provided individual coaching to multiple sales reps. The goal was to gauge coaching styles and technique to baseline development effort.
  • Supervisor Workshops: GrowthPlay regularly hosted all supervisors from each location in groups to discuss outlook on their teams, their coaching ability, obstacles, etc. The goal was to understand common challenges and identify best practices for engaging agents.
  • Structure and Materials for Team Meetings & Coaching: Reestablish a schedule of team meetings that was realistic given the scheduling demands. GrowthPlay provided each supervisor with materials to focus on specific skill development. Observed each supervisor hosting their team meetings and provided coaching on their approach (facilitating self-discovery, building on rep strengths, addressing challenges in collaborative fashion).
  • Sales Rep Development Plans: GrowthPlay worked with each supervisor to identify strengths/weaknesses for each rep. Observed interactions with reps to see how well supervisor highlighted both positives and negatives. Provided coaching to supervisor for further improvement.

Measurable results

  • Target teams improved overall selling efficiency (units per 1,000 calls) by 5% compared to the control group.
  • $2.7M improvement in annual recurring revenue efficiency.

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