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