Improve the Conversion Ratio of Business Calls
Master the techniques of telephone sales, incrementing conversion ratios and average sales
We identify the key skills that make commercial processes more efficient and we design practical environments to develop them
1. THE CHALLENGE
An insurance company would like to increase its sales force effectiveness. The main skills that need strengthening are: identifying needs and presenting solutions.
3. IMPLEMENTATION
During the second stage, each commercial agent does 20 practical exercises with “almost” real customers. A total of 8 hours of practical training. Once the programme has finished, they will have internalized new behaviours.
2. STRATEGY
We design a training programme. During the first stage, the online instructor explains the most effective techniques for consultative selling.
4. RESULTS
Sales improve by 12.5%. The programme lasts 6 weeks.
Sales Increases
Assessment
We design practical environments that enable the objective measurement of key skills (sales, customer service, management
1. THE CHALLENGE
A telemarketing company would like to improve its conversion ratio. Staff turnover is high, making it difficult to implement training programmes.
3. IMPLEMENTATION
The score obtained by the candidates during simulations will determine whether or not the company hires them. Induction training is done with the customer service simulator.
2. STRATEGY
We design a new selection process. Each candidate must do 8 simulations in order to measure their real commercial skills.
4. RESULTS
Sales improve by 35%. The programme lasts 5 weeks.
Sales Increases
Projects Implemented
Enhance SALES effectiveness
Improve in-store closing techniques
We implemented an online project to increase the in-store sales of a telecommunications company.
The salespeople covered the theoretical part (a virtual instructor explained the theory in small knowledge capsules) Afterwards they performed 40 simulations with 4 customers. The project lasted 5 weeks and 150 salespeople were trained.
The company obtained a skills map of its sales network. Closing of sales increased by 12%.
Develop the Key Skills that have an impact on Consultative Selling
Boost the effectiveness of consultative selling and improve sales ratios
Enhance the Effectiveness of Appointment Calls
Defeat the obstacles encountered during appointments calls
Improve the quality of CUSTOMER SERVICE
Improve the quality of service at an energy company
A leading company in the energy sector needed to improve the quality of its service.
We implemented a training and selection project for new candidates in all its contact centres across Latin America. Initially a blended project was implemented: the theory was taught in a classroom and the practice was done online with the simulators.
By analysing the results of the most effective agents, the “ideal” profile was established. This profile was used to calibrate a selection simulator. Each candidate did 8 simulations with different “virtual” customers and their suitability for the position was determined by the results obtained. Currently the selection and training processes are 100% online. More than 4,000 candidates have been selected and 3,000 agents have been trained thus far. The company supervises in real time, using our monitoring tool, the results obtained across the 6 different platforms.
Quality ratios have increased by 15%.
Develop the Key Skills that will make a difference to the Quality of Customer Service
Boost customer satisfaction with the assistance received on the telephone
Improve MANAGEMENT skills
Enhance the effectiveness of performance evaluation interviews at a financial company
A financial company is not satisfied with the quality of its performance evaluation interviews: they are not conducted adequately and as a result they are not motivating or assisting staff development.
We implemented a project using the “Performance Evaluation Interview” course.
Each manager learnt the key concepts of the interview and then did at least 12 practical exercises with “virtual” collaborators. This cycle will be repeated annually as a refresher prior to the company’s evaluation process.
The level of participation is 99% and key skills improve by 28%.
Improve the Effectiveness of Performance Evaluation Interviews
Master the techniques for developing and motivating team members
Enhance the Effectiveness of Objective Setting Interviews
Ensure your collaborator's involvement in achieving objectives
Improve the Effectiveness of Objective Tracker Meeting
Learn to lead an objective tracker meeting
Conflict Management
Learn to manage conflicts in your work team
