telephone sales training courses, motor trade solutions

Telesales Case Study

Our client

An international correspondence school offering over 100 distant learning courses with offices throughout the world.

Following an initial cold call to the client from ourselves where we posed as a potential customer looking to book a course we approached them to discuss how we could help them with their conversion ratio.

Clients requirement

Their objective was to increase the conversion ratio from its low of 2% and cut down on the number of interactions which took place as this was wasting valuable operative time. They also wanted to cut down on the enormous TV and other media advertising as well as reduce the cost of the incoming calls to the 0800 number.

Our research findings and recommendations

We spent a day in their board room taking general 0800 enquiry calls direct from the public. Their current conversion rate from such an enquiry to making course booking was under 2%. That day we achieved a conversion rate of over 70%. The rest is history…….

Our recommendations were :

  • Experiment with various inbound and outbound scripts to determine which gave the best chance of success.
  • Monitor call volumes to determine peak activity and hence carefully manage staffing levels.
  • Time the perfect call to ascertain how long the process took.
  • Use the above information to determine the number of operatives needed.
  • Look at potentially recruiting part time people for peak call traffic times
  • Look to recruit new team members to deal with the enquiries in a structured, professional manner.
  • Employ a bespoke telesales manager.
  • Create a pay plan to incentivise good performance and encourage employee loyalty.
  • Produce bespoke training manuals for tele-sales and management roles.
  • Roll out the training of the new scripts and processes
  • Create a bespoke objection handling guideline
  • Development of measurement and evaluation tools
  • Introduction of KPI's to monitor individual performances

The results

  • Through our comprehensive recruitment programme we employed the initial 15 staff to form a bespoke telephone sales centre.
  • A new manager was promoted from within to oversee the new centre.
  • The new recruits were given product knowledge training by our Client.
  • We undertook an initial 3-day sales training course which included a half day of ‘live calls’ undertaken by ourselves to demonstrate the techniques being taught.
  • The new scripts were an immediate hit.
  • Conversion rate went from less than 2% to in excess of 50%
  • Advertising spend was dramatically reduced
  • Expensive phone charges for use of the 0800 dramatically fell due to more customers booking at the first call
  • Our implementation programme ensured that from day 1 the results were impressive.
  • From day 6, new team members started to convert at no less than 30% with key individuals converting at over 60%.
  • Staff turnover was notably reduced
  • The introduction of KPI's helped to highlight individual weaknesses
  • We were invited to introduce the model to other branches throughout the world
  • A fantastic 'team' spirit evolved within the call centre.
  • There was a significant increase in call back traffic.
  • The introduction of a referral programme further reduced the advertising spend.
  • Customer satisfaction levels improved.

If you would like more information on how you could benefit from our telesales programmes, then call us now on 01423 872439 or 07811 288873.

E mail: andy@impactsalestraininguk.com

Take Action

Latest News

May 8, 2017

More
Feb 16, 2017

More
View our Latest News

Quick Enquiry

If you have any enquiries, or just want some further information, please use our simple enquiry form below...

Close

Callback Request

Please use the form below and we will call you at a time convenient for you.

* = Required Fields.