Case studies

Internet Retailer Improves New Hire Proficiency by 85%


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.


  • 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.


Case Studies