Osprey - Careers

Delivering Advanced Service-Sales Training

Background

A global telecommunications provider wanted to extract more revenue from inbound calls coming to its 2nd tier regional customer service group. The 71-member group, consisting of team leaders and agents, earned customer satisfaction (C-Sat) scores that were
consistently below their target levels.

The Challenge

Take a group that had previously focused solely on handling customer service queries, and equip them to improve their selling while enhancing their overall service skills.

Solution Design

Osprey’s Learning Team (LT) worked with the client to understand the audience and define the business requirements. A learning plan was developed and validated. They also created an evaluation program for measuring the learning solution's effectiveness.

They followed these steps:

1. Diagnose and frame the learning challenge.
2. Understand the audience and their learning needs/drivers.
3. Build stimulating content
4. Identify the learning technology, i.e. role-playing, case simulation, and peer-to-peer support
5. Execute the program effectively
6. Measure the business impact and identify areas for improvement

The Solution

The LT designed and delivered a 2-day “foundation” program that gave the team leaders and agents the skills, confidence and impetus they needed to increase their close rates and revenue per call.

Step One: Call Review

The LT classified the types of calls coming into the service center, looking specifically at which calls presented sales opportunities and how effective the agents were at taking advantage of them.

Step Two: Call Flow

From Greeting to Close, the LT developed a "call flow" that enabled the agents to build rapport with the customer, better manage the call, answer questions quickly and confidently (with the help of new KMS/Quick-Find documents), handle objections, promote benefits (as opposed to features), and ask for the sale.

In addition, Osprey identified several key process enhancements
that enabled the agents to access customer account information and make upgrade offers where appropriate to leverage the loyalty of the customer base.

Step Three: Training and Reinforcement

A combination of instructor-led classroom training and follow-up with individual coaching was used to teach the agents the key elements of the service and tactical sales training.

To further support the sales effort, Osprey designed and helped implement an agent incentive program that provided rewards for achieving revenue targets.

The Results

Over the course of 8 weeks, the close rate per call in the sales queue improved by 19% over historical levels while C-Sat scores increased almost 22%.

These levels increased steadily during the 120-day post-training
period; target levels were sustained beyond the evaluation phase. In addition, all program goals were met and employee satisfaction
scores for the overall program exceeded 90%.

Performance Feedback

Client quote, "In this difficult economic environment, everyone was being asked to do more with less. The training program that Osprey developed and worked with us to roll-out has allowed us to generate more sales out of the calls coming into our contact center and drive incremental revenue."

» Let's Talk about how Osprey's Learning Solutions can help your company achieve its customer service and revenue goals.

» What’s New?