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Service To Sales
- 1. White Paper TeleTech’s Service to Sales Solution:
Transforming Call Flow into Cash Flow
Because the most significant customer interactions occur in a service environment, rather than
during a traditional sales call, it’s essential to capture those crucial one-on-one contacts with your
customers in real-time.
That’s why TeleTech has developed its Service to Sales Solution – To transform your most
A SERVICE TO SALES SOLUTION common customer contacts into your most profitable.
INCREASES REVENUE BY:
TeleTech’s Service to Sales Solution, A Formula for Measurable Results:
• Highlighting new products
People
• Promoting available offerings
Selecting the right human capital is critical to turning service contacts into sales opportunities.
• Recommending additional services TeleTech’s Service to Sales Solution employs an innovative recruitment process designed to
recognize candidates who possess the psychological profile most likely to produce successful
salespeople – a model that can be applied when drawing from an existing pool of employees or
when screening future job applicants. TeleTech recruiters apply this paradigm when interviewing
potential candidates - listening for core competencies and previous upselling experience in those
who are also skilled in selling themselves.
Key attributes of those best suited to sell:
• Optimism
• Enthusiasm
• Conscientiousness
• The desire to please
• Previous experience in “up-selling”
Process
In order to thrive, associates need to be placed within systems designed to focus on sales.
TeleTech’s Service to Sales Solutions draws upon 29 years of company experience to identify
three key principles to create an ideal sales environment.
Mindset
Promoting the proper approach to transforming service associates into salespeople is first done by
overcoming any negative perceptions that may surround the concept of sales. Stereotypes must be
directly addressed and diffused by introducing the concept of sales as a team, character, and profit-
building exercise that when executed properly benefits all involved.
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS ©2011 TeleTech Holdings, Inc. - All rights reserved. 1
- 2. White Paper TeleTech’s Service to Sales Solution: Transforming Call Flow into Cash Flow
TeleTech’s Service Visibility
A productive sales environment is exciting and alive. Identifiable goals are closely tracked and clearly
to Sales Solution communicated, encouraging both competition and collaboration. With TeleTech Service to Sales Solution,
utilizes Coaching, associates can compare personal achievement to targeted objective at any time of the day, week, or
month.
Management
Customer Care
Accountability, and
Strong sales results are achieved by taking a consultative, customer-oriented approach intended to
Incentive Programs to reduce the customer’s effort. This is accomplished by setting clear expectations, asking strategic
questions, and highlighting effective features and real-life benefits that will enhance the customer’s quality
motivate associates of life. By reducing customer effort, any immediate reluctance to buy is overcome and receptivity is
over the long term. increased.
Training
After positioning the most qualified people in a strategically-conceived environment, TeleTech’s
Service to Sales Solution next applies the training crucial to attain and sustain superb sales
results. TeleTech training modules are designed not only to teach new-hires necessary skills, but
can also be applied to transform an existing workforce from technicians to salespeople.
First, associates learn how to better relate with their customers, applying a solutions-based
approach to standard customer support calls. In this way, associates learn to analyze problems
and identify cross-sell/up-sell/additional revenue opportunities that satisfy the customers’ needs
and build your bottom line.
Second, associate performance is carefully monitored and managed through the use of daily
tracking sheets that measure contact volume, offers extended, and actual sales. A whiteboard
posted in a visible location with up-to-date metrics creates a sense of urgency and accountability
while allowing both individuals and teams to be immediately recognized for their relative
achievements.
Third, a “nesting” period is employed immediately following training to further enhance freshly
learned skills and cement a long lasting culture focused on teamwork and salesmanship. During
this critical incubation period, new service techniques are practiced in dedicated groups under
the careful supervision of trainers who are there to shadow each associate’s performance,
providing feedback and encouragement.
Attaining and Sustaining
After undergoing a thorough training period, associates have acquired a strong sales skill set and
are entrenched within a sales-based philosophy. The question now becomes how to hone this
newly minted enthusiasm in order to produce long-lasting results.
Coaching
In order to ensure that associates remain dedicated to salesmanship after their original enthusiasm begins
to wane, continuous coaching is provided over time, offering each associate the opportunity to benefit
from side-by-side, one-on-one instruction as well as a group huddle twice a day. Associates are taught
to perceive coaching as a tool for improvement, rather than a punishment, where goals are specific and
clearly communicated and top performers praised and rewarded. In this way, constructive criticism and
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS ©2011 TeleTech Holdings, Inc. - All rights reserved. 2
- 3. White Paper TeleTech’s Service to Sales Solution: Transforming Call Flow into Cash Flow
best practices can be conveyed in a manner productive to both individuals and the team as a whole.
TELETECH SERVICE TO SALES Management Accountability
KEY TRAINING DIFFERENTIATORS
Manager buy-in is essential to secure lasting results that continue to improve long after the training
• Strong focus on successful sales mindset period ends. For this reason, team leaders and supervisors are extensively coached for an additional five
consecutive days after training on effective management and coaching methods. Managers are then
• Based on adult learning theory asked to answer not only for the accomplishments of their associates but for their own management
skill. Daily, weekly, and monthly, each manager’s performance is reviewed and a specific set of goals and
• Interactive, engaging, and fun metrics are analyzed and discussed.
• Class examples aligned with specific Incentive Programs
scenarios applicable to daily work Constant inspiration is essential to motivate even the most ambitious associates over the long term.
Properly incentivizing employees means understanding what motivates them, reinforcing good sales
• Teamwork fosters sharing best practices / habits, and rewarding achievement on the spot. Associates and managers are thus both challenged to
past experiences among associates achieve results through the implementation of commission plans and creative motivational programs used
to drive energy and excitement on the sales floor. Top performers are then rewarded with appreciation
• Customer-orientation emphasizes features (Employee of the Month plaques, a simple Thank You) or incentives (compensation packages and
and benefits to improve quality of life bonuses, or other non-monetary rewards such as movie tickets, electronics, celebration lunches, and
gift cards). Sales contests based on sporting events, popular trends, and reality shows invite associates
• Extensive role play enables practice prior to participate in a healthy level of competition based both on personal and group performance, further
to live contact integrating the entire team in a spirit of camaraderie while encouraging individuals to aim even higher.
Daily, weekly, monthly, and quarterly games, tournaments, and contests motivate associates to strive over
time towards goals that are both immediate and long-term.
Technology
Additionally, TeleTech’s Service to Sales Solution provides clients with the necessary technology
to ensure a seamless end-to-end solution, including the sales tracking tools needed to properly
gauge associate performance.
Call Clicker – allows associates to track daily sales with fully configurable metrics managed
through a simple administrative interface
Campaign Synopsis Knowledge Management Site – displays multiple service offers in one
convenient place that associates can reference regarding customer service, customer life cycle,
and television offers, as well as an “Intuition” newsletter
Results
TeleTech’s Service to Sales Solution has produced unprecedented results for clients while
delivering a top notch service experience to their customers.
A recent TeleTech case study reveals the following results:
• Increased revenue: 71% onshore and 26% offshore
• RPC: $4.65 to $12.50
• Total program revenue increase: 29%
• CTS scores improvement: 19%
• Conversion Rate: 8%
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS ©2011 TeleTech Holdings, Inc. - All rights reserved. 3
- 4. White Paper TeleTech’s Service to Sales Solution: Transforming Call Flow into Cash Flow
OFFERS EXTENDED/REP/WEEK Wave 1 Wave 2
CONTACT TELETECH:
solutions@teletech.com Pre-Training 78.26 27.82
1.800.TELETECH or Post-Training 128.96 124.2
+1.303.397.8100 (outside the U.S.) Improvement 50.7 96.38
www.teletech.com
Improvement % 65% 346%
OFFERS ACCEPTED/REP/WEEK
Pre-Training 21.12 7.81
Post-Training 84.53 101.74
Improvement 63.41 93.93
Improvement % 300% 1203%
PERCENT OFFERS ACCEPTED %
Pre-Training 27% 28%
Post-Training 66% 82%
TeleTech can transform customer care from a cost center to a profit center. Contact TeleTech
today.
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS ©2011 TeleTech Holdings, Inc. - All rights reserved. 4