Case Study

Improving Sales results through development of existing Telesales team.

The Marketing Director of a document management solutions company identified there was a need to increase the results he achieved from his Sales team.
He had a gut feeling things could be improved within the Sales Team but did not know how to improve things.
Number of meetings generated by the telesales team for the field sales team were less than .04 appointments per day per operator.
5 suppliers had been asked to quote to improve this ratio but none had proven methods of development where tangible differences could be demonstrated.
The Telesales team was split across 4 regional offices and rarely met or communicated with each other due to operational restrictions
Field sales people were reporting poor quality leads.

Set up a cloud based telephone recording system across 4 regional offices to observe the outbound calls made. It took 2 hours to set up and included no hardware or software.
Benchmarked the statistics against other companies making similar B to B calls and established the telesales team was working at 50% of their true capacity.
Listened to calls against a best practice model and established good quality conversations and those which needed development.
Reported findings to board including a sample of recordings and offered a solution to improve the conversations.
Development programme covering the 4 regional bases over a 3 month period ending in a presentation to the board by each individual.

Feedback from the organisation 6 months post development showed an increase in sales of 22%
Appointment generation went from .04 per person per day to 1.1 appointments per person per day.
15 telesales operatives had 6 month personal development plans aimed at driving quality appointments through to the Field sales team.
Directors presentation was extremely well received and all telesales team made positive contribution to the changes required to improve results
In call time went from an average of 62 minutes to 100 minutes per day improving on the quality and length of conversations they were having with potential customers.
Substantially increased communication between the telesales offices sharing best practice and daily wins.
Field sales report a marked improvement in quality and volume of appointments.