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For Info
Call:
613-591-1998
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“I have used Teleconcepts over the past several years on a couple of major projects. The reason is simple: Jim gets the results we are looking for. In particular, he has been extremely effective in helping us align our tele-sales strategy. Not only has this saved us considerable time and effort, it’s getting us the leads we need to sustain our sales force.”
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Alan Ford
Director of Sales Development
BFI
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“We consulted with Teleconcepts to help us boost our sales results and improve our training process. Jim conducted an Audit and Review of our tele-sales team and recommended a proactive coaching strategy. With his help and continuing guidance, we restructured our team, trained our managers, built job aids and implemented the coaching program. The results have been nothing short of remarkable. We have achieved or exceeded our sales objectives in three of the last four months. We are well on the way to exceeding our objectives for the year.”
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Brandi Howe
Director of Sales
Red Vector
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1. Consulting Services – The
Audit & Review (A & R)
What is an A& R?
Think of the A&R as your
annual physical with your doctor. The objective of the A&R is to
simply review the ‘health and well being’ of your call center. In
other words, it examines every aspect of your tele-sales department
from stem to stern. It probes, pokes, questions and digs into every
nook and cranny of your program with the goal of finding ways and
means for your program to run more effectively, efficiently and
profitably.
Why an A&R?
The strength of the A&R is
twofold:
First, it provides an objective third party review of your tele-sales
program. Let’s face it: sometimes we are too close to the forest to
see the trees. While that might be a cliché, it is true nonetheless.
We don’t always see the obvious and we almost certainly never see
the subtle. A third party perspective gives just that: perspective.
Second, it provides you with 15 years of tele-sales knowledge and
experience culled and condensed from hundreds of clients. What this
really means is an assessment of your tele-sales department relative
to the best practices of dozens and dozens of clients across North
America.
What will an A & R do for me?
By implementing an A&R you
can expect:
- An unbiased view of what you are
doing well and how you can leverage those strengths to improve
sales and profitability
- An unbiased view of what you are
NOT doing well and what you can do to eliminate or reduce these
weaknesses
- A fully documented, written
report on the results of the A&R
- A complete implementation
program to implement the recommendations which gives you a game
plan…and in the end, saves you a lot time and effort
How does an A &R work?
From a ‘methodology’ point of
view, Teleconcepts conducts interviews with key player in your tele-sales
department. This includes executives, managers and sales reps. We
also use:
- Call monitoring to assess your
reps, your clients and your prospects
- on the floor observation to
review how your people work
- a review of your marketing
material and how it is used
- an evaluation of your key
performance indicators.
The A&R is almost a forensic review of your
tele-sales program that examines seven core areas:
1. Strategic Review and
Assessment - the A&R begins with a thorough assessment of
your tele-sales program by reviewing your products/services, target
market pricing and marketing strategies to determine if they are in
alignment with your tactical approach.
2. Human Resource Assessment
- this is a detailed
examination of your approach to hiring and selection, training,
compensation, motivation, coaching your sales team, including a full
assessment of your management and supervisory staff
3. Call Management Process
- this portion of the A&R
assesses your tactical approach to a call: the type of sale
(complex? transactional? Team?), the scripts or call guides used to
support the call, job aids and other selling tools available to the
sales rep
4. Market Integration Review - how the telephone
program is integrated with other support media (such as direct
mail, fax, e-mail, brochures, web sites etc.) will impact the
ultimate success and profitability of your program
5. Key Indicator Evaluation
- there are three key
indicators that are reviewed: reports that deal with productivity,
performance (ratios) and profitability; the A & R examines your
reports and compares them with industry averages to add perspective
6. Telephony Assessment - while Teleconcepts is not a
technology vendor it does provide a very practical review of the
tools and technology that support the tele-sales program
7. Environmental Review - The final aspect of the A& R
is an assessment of the physical layout and design of the work
environment and work flow processes to determine if there potential
areas of improvement
How do I get more
information on the A&R?
For a NO CHARGE initial
review and for more information on how the A & R
can help you, call:
613-591-1998
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