Mobile
Phone Company
Objective:
Refocus the purpose of the team from being a reactive, inbound
'customer service' team, into an efficient and proactive team
capable of adding value to the client and the organisation by
up selling and cross selling products and building long term strategies,
identifying opportunities and understanding their clients' business
needs.
Solution:
A
tailored made programme, designed to suit all aspects of the call
centre functions.
Whilst
all the programmes were refined to suit each section's business
objectives, there were core ingredients:
Outcomes:
All the training delivered has been measured in terms of tangible
results, ie: The success of implementing the programme to the
outbound team was measured in terms of increased sales per call
made. The organisation has seen a 124% uplift in sales as
a result of the programme and follow up coaching received .
