Improving employee engagement and values
The Challenge
To transform the advisers on a telephone booking line into an enthusiastic and highly capable telesales team.
The Situation
- A team of reactive advisers with no sales knowledge, experience or desire
- A culture where the adviser played no part in whether the customer decided to book
- No sales targets, coaching or skills development
- A young, friendly team who had been together for some time
The Solution
- To help advisers understand the difference a change of style could have on bottom-line profits
- Interactive and dynamic training, both in the classroom and on the job, to upskill the team and replace old habits with new, effective ones
- Guidance to the team leader on how to introduce an appropriate targets and rewards programme
- An ongoing programme of monthly secret shopper calls to identify skills gaps and provide key data with which to bonus staff
The Results
Quality scores rose from an average of 53 % to an average of 65 % within 3 months. After one year they averaged 80% with the top performer consistently achieving over 92%
What our Clients Say
HighlightIt is very important to us to have suppliers who we are able to trust to get on and do an excellent job. Potentio offer us this every time. We have consistently been impressed by their commitment, energy and professionalism.
We will continue to use Potentio as a preferred supplier for training services because of the high-quality consultancy services they provide and their inspirational and likeable approach to training delivery.
