Client

Satellite internet retailer with 100% sales-based compensation structure.

The Goal

• Onboard a new bilingual vendor.
• Attain Close Rate performance goals.
• Improve new hire proficiency.

The Challenge

• Limited in time and training resources due to the pandemic.
• Type of calls: inbound/outbound sales
• Service: satellite internet
• Lines of Business: USA consumer, Puerto Rico & LATAM (Mexico, Chile, Peru)

Our Approach

• Developed internal disposition mechanism to identify potential missed opportunity scenarios.
• Introduced a new sales recovery process at the onset of new hire on-boarding and training.
• Created specific training to maximize sales on the best converting channels.

Results

• New hire curriculum immediately improved new hire proficiency by 85% and reduced the learning curve from 45 to 21 days.
• 15% increase in sales conversion in the first 30 days.
• Continued improvements in new hire performance, achieving conversion rates 50% higher than initial waves due to our hiring process improvement.
• Total sales increased 50% and close rate improved 60%.
• In less than one year, Iterum Connections’ Panama site became the top performing inbound sales delivery partner for the client.