1. ASM Coaching
A Day in the Life

2. ASM Daily Responsibilities
Each ASM develops a customized shift plan that includes the following:
•Review re-occurring meetings for 1:1 coaching
•Who they plan to monitor? What is the plan for coaching?
•Review any issues that need to be addressed with the team.
• Reporting Overview
oProduction Rep Summary-Any inconsistencies?
oCampaign Analysis- List penetration, eligible contact rate, etc
o Avaya Reports to monitor break and aux time
oCelebrate Successes! Look for metrics to recognize accomplishments.

3. ASM Daily Responsibilities (continued)
• Spend 5 minutes of every hour walking the floor or communicating
with remote ISP’s (Inside Sale Professionals) to keep the team
engaged.
• At the end of day, ASM’s will report back if they accomplished what
they planned on doing that day.

4. ASM Weekly Responsibilities
• Monday Morning Meetings- 30 minutes
• Review prior weeks numbers
• Discuss spiffs or any miscellaneous items of the week
• Energize and excite the team for the week
• Friday Morning Meetings with Sales Director- 30-60 minutes
• Discuss outcomes- Current Performance vs Primary Goal
• Discuss any open items with Sales Director
• Friday Afternoon Trainings (as needed)
• Industry Training
• Sales Training
• Product Training
• Etc

5. ASM Weekly Responsibilities (continued)
• Coaching Time
• Side by side with individual ISP’s, 1 hour per week per ISP.
• Invites on calendars
• Additional coaching for ISP’s who are in need.
• This could be spontaneous based on ASM’s observations.
• Call Reviews
• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring

6. ASM Monthly Responsibilities
• One on One ISP Meetings
• The following action items would be discussed
• Performance vs Expectation
• Areas of concern or frustration
• Areas where additional training is needed
• Career aspirations/developmental growth
• ASM/Sale Director Meetings
• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring

7. SMI - Home Page

8. SMI – Production Summary Report

9. SMI - Production Summary Report filter

10. SMI - Production Summary Report filtered by week

11. Group Aux Daily
1 2 53 64 7 8

12. Real Time Agent Report

13. Cacti – home page

14. Cacti – filter by date

15. Cacti – filter by rep

16. Cacti – searching for a call

17. Cacti – call evaluation screen monitor

18. Cacti – call evaluation

19. Cacti - call evaluation (continued)

20. How Does MMC Train SMEs?
• What is a SME?
– Subject matter expert
– Role is to support the sales team in a specific area of expertise
• Get the recruiting right!
– Industry experience
– Appropriate compensation
• MMC Training
– General
• Client Training
– Specific client resources
– Website links
– Client-side contacts
– Process training
• Certification

21. Campaigns
• MMC’s cornerstone – 80/20
– Multiple channels
– Drives growth
• Propensity scoring
– Includes sales history, receptivity to messaging, and buying potential
• Campaign Approach – Next Action Marketing
– Develop a treatment plan for each segment, targeted by message and channel of
delivery
– Have a very clear idea of what the next step is: Email? Direct Mail? Call?
Combination?
• How to maximize campaign efficiency
– Clean data
– You own the messaging
– Ensure adequate volumes