by Nancy Calabrese | Sep 10, 2019 | Case Studies, Sales Prospecting
This is the third post in a series of Case Studies which outline the ways in which we have helped our clients. This post discusses the ways that our Call Center in a Box services helped a large corporation in Chicago get a handle on their CRM (Customer Relationship Management) tool.
The Problems:
This company already used the CRM we recommend but they were not using it to its full potential and had gone through five sales managers as they tried to get their sales monitoring under control. Our contact complained initially that they felt like the software was managing them instead of helping them manage their 80,000+ leads.
The software set-up had gone poorly and their database was a mess.
No one had set-up a dashboard to monitor their KPI’s so they had no clue what anyone was doing.
They were setting appointments but there was no organization or assignment of leads so follow-ups were slipping through the cracks.
They were frequently losing their Business Development Reps due to mismanagement, a lack of preparation, lack of training and poor monitoring.
The Plan:
They hired us to:
- Clean up their database.
- Establish KPI’s for the team.
- Create an effective dashboard to track and monitor the team members and the newly established KPIs.
- Set up a system to track and route leads to the correct callers.
- Train some of their staff to use the newly revised CRM.
- Reworded their scripts for more effective calls.
The Results:
The company had used the CRM for ten years but was not using any of the productivity tools it offered! We showed them how to use the tool properly and much more effectively. The tool offers a feature for Voice Mail Drop which allows the callers to ‘drop’ a pre-recorded’ message when they encounter voicemail on a call. We not only showed them how to effectively use this feature but scripted the messages to record.
They hadn’t been recycling leads and all calling was being done randomly. We streamlined the process, routing leads from initial call, through appointment setting to sales close, with a plan to recycle any leads that did not close, allowing them to get much more mileage out of their efforts.
During weekly meetings we reviewed the team’s activity and found that the sales associates were NOT properly using the script. We could see that they were not asking enough questions to make qualified appointments. Through training and role play examples, we were able to get them back on track delivering qualified leads that happily surprised the management!
Management was so happy with the results that they will eventually move ALL their sales reps onto the newly revamped CRM.
Take-Aways:
Tools are only helpful if you set them up to meet YOUR needs, know how to properly use them and then actually USE them regularly. This company had over 80,000 leads but they were getting lost in the shuffle and NOT delivering the results they could have. Our Call Center in a Box program established order, provided training and put their tools and people on track to deliver real results!
Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?
GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU!
by Nancy Calabrese | Jul 16, 2019 | Case Studies, Sales Training
This, our second Call Center in a Box Case Study, outlines the ways in which we have helped our clients. This post discusses the ways that our Call Center in a Box services helped a Sales Franchise client empower a struggling sales associate.
The Problems:
The Sales Franchise had an associate who, after ten months, still had no business connections in the community. She had been out networking but was struggling to set appointments.
Rather than ask us to set appointments for them (which IS a service we provide, click here to learn more about that) they opted to have us train and monitor her.
The Plan:
Using our Call Center in a Box Services, we:
- Helped her develop her skills
- Worked on her messaging
- Helped her regain her confidence which had been bruised by ten months of low and poor performance
- Monitored her progress
- Met with her weekly to discuss and resolve any issues or challenges she faced
The Results:
We started in December, a month notorious for its’ difficulties in setting appointments due to the holidays. Despite this, she set TEN appointments which was more than she had set in the past ten months she had been working with them!
To date in 2019 (Q1), she has set TWENTY FIVE QUALIFIED first time appointments which has exceeded even the owner’s expectation!
Take-Aways:
Here was someone who clearly had some sales talent but needed training and structure to take her to the next level. The Call Center in a Box Program provided her with the instruction, support and the sounding board she needed to succeed!
One of the number one reasons that people leave sales is a lack of training and/or feeling unprepared. Sales is a “NO” job – you hear ‘NO’ and deal with rejection over and over on a daily basis. Call Center in a Box provides not only training but also the support and encouragement your salespeople need to deliver results and THRIVE!
Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?
GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU!
Click HERE to learn more and HERE to see another Call Center in a Box Case Study
by Nancy Calabrese | Jun 18, 2019 | Case Studies, Lead Generation, Sales Prospecting
This is the first in a series of Case Studies that outline the ways in which we have helped our clients. This post is a Call Center in a Box case study.
About a year ago, I met a Senior Vice President of Sales from a premier insurance, risk management and financial services firm, at an industry event.
The Problems:
He had three Sales Producers who weren’t ‘producing’ enough first-time appointments. They were still growing their books of business, had been trained and were responsible for cold call prospecting but it was not getting done. While they claimed to be making the calls, there were very few qualified, first-time appointments in their schedules. Management had no tools to monitor their activity. He knew they needed to be managed in prospecting but didn’t have the time or bandwidth to do it himself.
He also had a full-time appointment setter with over 8 years of experience who set appointments but at least 50% were cancelled or no-shows.
The rest of his team was comprised of senior sales Producers who had established books of business but didn’t do cold calling.
The Plan:
They retained us to implement our Call Center in a Box Services where we:
- Assessed the team’s skill levels
- Provided their Sales Producers and Appointment Setter with new scripting
- Set the company up on our recommended CRM
- Monitored their progress
- Met with them weekly to train, role play and discuss challenges and successes.
The Experience:
We started working with them at the end of the Summer of 2018 and it was immediately apparent, based on the new monitoring system, that the salespeople were NOT calling when they were supposed to. As part of the training, we established schedules to follow and through our ongoing monitoring, we were able to ensure that the calls were made during the desired timeframes.
One-on-one coaching allowed us to work with them individually, giving each the attention and skill training THEY needed to improve.
At the weekly meetings we listened to actual calls and provided role modeling to show them what to say and HOW to say it to achieve better results.
The Results:
Immediately, the quality of call conversations went up markedly and each team member we had worked with was consistently setting QUALIFIED appointments every week!
The number of appointment cancellations was significantly reduced. Feedback from producers who took the appointments became more and more positive and has led to more sales.
By January 2019, the company chose to move ALL their sales team members onto the CRM tool.
The CRM has allowed the SVP of Sales to know and track what is being done, enabling him to better manage the team. And having more competent salespeople setting qualified appointments has freed him up to go out on more of those appointments with producers leading to better closing rates and an opportunity to model successful closing techniques.
Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?
Click here and GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU!
And click here to check out another Call Center in a Box Case Study
by Nancy Calabrese | Jun 6, 2019 | Best Sales Practices, Sales Prospecting
Are you frustrated by the quantity of appointments set by your Sales Team? Are they delivering poor quality leads that aren’t converting to sales? Are your Reps lacking the skills and management needed to effectively set qualified appointments?
You need Call Center in a Box, our proprietary Prospecting Sales Training and Management program that will provide your team with the skills and management they need to Drive real RESULTS!
Call Center in a Box is a Prospecting Sales Management and Training Program where we train, manage and monitor YOUR Sales Team to improve YOUR bottom line!
Sales Training:
Too often, we see sales teams made up of people who may have a ‘knack’ for sales but no real training. They end up ‘winging it’ when it comes to prospecting, resulting in poor quality leads.
And even the strongest and most senior salespeople need to continuously train to stay at the top of their game. Harold Craxton, a professor at the Royal Academy of Music said, ‘Amateurs practice until they can get it right; professionals practice until they can’t get it wrong’. We agree and train YOUR salespeople to be PROFESSIONALS!
Our sales training covers the ‘how’ and ‘why’ of what your inside sales team needs to do to prospect effectively, including role play and modeling the correct way to make cold calls to set qualified appointments that lead to closed sales.
We provide your team with the tools, support and training needed to hit production goals. Our scripting ensures that messaging is consistent and that sales reps will have meaningful conversations with decision makers to set qualified appointments.
We set you up so your team will work in a CRM that is user friendly, simplifies the prospecting process and provides the tools they need to engage, qualify and set the appointment all in one place. This speeds up the sales cycle, enabling them to contact more leads in less time.
The CRM enables your sales staff and managers to track and record calls and monitor productivity, resulting in more accountability and higher quality leads.
Frequently, we see companies that have installed powerful CRM tools but have no clue how to use all the bells and whistles that enhance productivity. We show your people how to use features like voicemail drop, including the scripting for the messages, to make the most of their call time.
Sales Management:
The CRM allows management to access real time data, seeing what calls are made and when, enables them to listen in on actual calls and track the performance of their team.
We then meet weekly with your salespeople to review their progress, discuss their calls, coach, role play to teach appropriate and more effective responses and help them with any issues that arise.
Results:
This combination of training, monitoring, reviewing and repeating the process has been proven to drive improved sales and increases employee retention!
Our Sales Training program is industry agnostic, working for any team that uses cold calling and appointment setting as a strategy for driving new business.
Click here to learn more or Call us today at 908.879.2911 to set up a time to discuss how this sales training program can help YOU get the best results from YOUR Inside Sales Team or Producers!
Don’t have an inside sales team or producers? Click here to learn more about how we can do your cold calling for you!
by Nancy Calabrese | Oct 13, 2017
Call Center in a Box™ Turn Your Sales Producers into Performers! Try Our Proven, 3-Step System, Guaranteeing Accountability and Transparency that Drives RESULTS! Are you disappointed with the Quantity and Quality of the leads provided by your Inside...
