Case Studies: TeleAssessment
My telephone sales organization needs an overhaul. Can you look at it and tell me what we should be doing to give the department a boost and increase its contribution?
Problem/Situation
A senior executive was reviewing the contributions of each department in her division. As part of this review, she called out the Telephone organization for improvement. She believed that this resource was underutilized and she wanted to test her assumptions.
Solution
Teledirect Partners conducted a comprehensive review of the Telephone operation and its organizational effectiveness.
Teledirect Partners created and implemented an Operational Improvement Plan which included a series of sales and productivity tools, a new way of providing comprehensive feedback to the Sales Representatives, improvements to the way the Representatives responded to customer objections. It also included an overhaul of the Training program, process improvements for new hires, and customized coaching and development for the Supervisory team.
Results
The organization reported an increase in sales within two months of implementing some of the recommendations. The Supervisors reported an increase in confidence and an appreciation that the organization was committed to their ongoing improvement.
