Situation: The challenge of converting Customer Service Representatives in a contact centre into sales associates is a growing trend as businesses look for ways to get more out of their contact centres.
Solution: Emotus, a Preferred Partner specializing in EQ in business, used the Six Seconds Emotional Intelligence assessment for training new Customer Service Representatives (CSR) for a more people-oriented approach.
Results: The trained group improved overall sales by 28%. The Agents meeting the “effective” benchmark increased from 13% to peak at 61% during the program, and averaged 40% over the year.
“We looked at multiple providers who all deliver specific sales training, but were more focused on the technical aspects of the sales conversation. The program delivered by CareerLink helped address that cultural aspect of sales at the individual and team level. The value was getting people to look at their own approach and see how it would fit in the “new world” of sales.”
– National Sales Manager
One of the company’s leaders explained they needed a cultural shift from a predominantly service-orientated culture, in which agents focused on completing customer requests, to a more holistic service conversation that included identifying growth opportunities. As recruitment had traditionally been for service-orientated staff, changing this to a sales culture was the biggest challenge.
A multi-faceted approach was taken to new hire training, process improvement, reporting and results tracking, and ongoing coaching. The engagement of an outside consultant brought in new perspectives and tools, a key element of success according to the company.
This comprehensive training initiative established a new set of expectations and transformed customer interaction at a critical point of opportunity. The result was heightened effectiveness, a substantial increase in sales, and enhanced revenue for the company.
Number of effective agents increased from 13 to 40%
Year-on-year increase in sales of 28%
Products & Services Delivered
SEI – Six Seconds’ Emotional Intelligence Assessment is a validated psychometric tool for measuring emotional intelligence, used with over 250k people worldwide.
To address the organization’s specific needs using Six Seconds’ methodology, a custom program was developed, tested, and implemented.
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