Getting Your CRM Under Control – Call Center in a Box Success Story – Case Study 3

Getting Your CRM Under Control – Call Center in a Box Success Story – Case Study 3

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! 

What to do when your Sales Associates are Struggling – Call Center in a Box Success Story – Case Study 2

What to do when your Sales Associates are Struggling – Call Center in a Box Success Story – Case Study 2

This is the second 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 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 other Call Center in a Box Case Studies 

Call Center in a Box Success Story – Case Study 1: When Your Inside Sales Reps and Sales Producers Aren’t Setting enough Appointments

Call Center in a Box Success Story – Case Study 1: When Your Inside Sales Reps and Sales Producers Aren’t Setting enough Appointments

This is the first in a series of Case Studies that outline the ways in which we have helped our clients. This post is related to our Call Center in a Box services. 

 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! 

Month to Month Lead Generations Services Deliver Disappointing Results

Month to Month Lead Generations Services Deliver Disappointing Results

In our experience, retaining Lead Generation Services on a Month to Month basis leads to disappointing results and increased salesforce turnover.  

We have noticed that some of our competitors are offering this type of lead generation services option. We think that this option is a shortsighted strategy which is a waste of your time and money and as such, we do NOT offer this option.

Month to Month Lead Generation Services are a shortsighted strategy 

Strong Sales Reps need a good 6 – 9 months to get their ‘mojo’ going. See our previous post on nurturing a successful sales team for more on this. If a sales person is on a month to month retainer, they may not have the time needed to show real results.  

It takes time to learn the ropes and to develop connections that will result in real sales. Unrealistic expectations of immediate sales production creates pressure, causes quality to slip and can lead to premature turnover.  

Month to Month Lead Generation Services are a waste of your time and money 

It may LOOK like you are saving money in the short term but in reality, you are probably going to churn through salespeople and prospects more quickly and way less effectively, if you retain people solely on a month to month basis, costing you more and delivering you poor results.  

Long term lead generation services will result in lower turnover, higher quality leads and stronger sales 

Commit to the time necessary for salespeople to get up to speed and to develop the relationships they need to deliver the results YOU want! 

When you are ready to invest in long term lead generation services with QUALITY salespeople who will deliver quality leads, give us a call! Our salespeople are trained to deliver solid results, consistently and over the long run. Click here to learn more and start getting the results YOU want, TODAY! 

Cold Calling is Scarier Than Halloween!

Cold Calling is Scarier Than Halloween!

Cold callers

Cold calling can be scary. Sales people making the call are afraid of rejection. Call recipients are fearful of picking up the phone, afraid of having their time wasted. Scariest of all is the bottom line, when dozens of man hours and thousands of dollars produce no, or poor quality, leads.

If this fright fest is familiar, you need to try our winning approach to cold calling which drives qualified leads and bottom line results!

At One of a Kind Sales, I’ve carefully trained my team to deliver exceptional sales results, using our proprietary process. If your company is struggling with your sales process, here are some of our winning strategies that you can incorporate to BOO’st your frightful cold calling results:

Define your sales process. I have found that the more structure you can put into your qualified lead generation process, the easier it will be to educate and train your team. An efficient and clearly defined sales process increases production and gets new sales reps up and running quickly.

Be results oriented. In order to deliver results, a team must know what is expected of them and when. Establish high but achievable goals. Make sure everything in your process is working toward achieving those goals.

Train and train again. Don’t rest on your laurels. Strive to constantly make your team better. Even after years of success, One of A Kind Sales continues to train on consultative selling skills and how to draw out information from prospects. We have found that giving your team opportunities to share

Coach constantly. Make no mistake, I have found that coaching drives production better and faster than any other single practice. The highly effective sales managers I work with place a high priority on coaching to build confidence and optimize results. I suggest you take advantage of every opportunity to provide feedback that will make sales reps perform better.

Provide the right technology and tools. Don’t let your team wing it. I encourage you to provide your inside sales team with scripts that can be personalized and used to progress the conversation. The right CRM will ensure higher productivity.

When your sales people are properly trained on our proprietary call process, they are more engaged and effective. Business people who receive calls from these well trained sales people are more receptive and interested in learning more about your products and services. Your investment pays off in warm leads that convert to sales.

Give us a call and take the fear out of YOUR cold calling process. Click here to contact us and to learn more about our winning approach to Cold Calling!

What You Need To Do Before You Start Cold Calling

What You Need To Do Before You Start Cold Calling

People think of cold calling as picking up the phone and continually dialing prospects until you have success. But cold calling is not a random process and you will have much greater success if you set up your process and prepare the right documents before you get started. Successful sales professionals don’t wing it. Cold calling is all about planning and execution. Here’s what you need to do before you start Cold Calling:

 

Research – Compile a list of decision makers and whenever possible obtain their phone numbers and emails. Collect information about the prospect that allows you to engage them in a meaningful conversation.

CRM – Leverage the power of a CRM to set benchmarks, quantify KPI’s, and track your results. This is the best way to collect information about the prospect, to monitor who you have called, where you are in the process and quantify the outcome.

Telephone Scripts – To ensure that you sound professional and your calls are productive, prepare scripts for your initial call, and follow-up calls as well.

Voice Message Scripts – Often you won’t be able to reach your prospects directly by phone. So it will be necessary to leave a brief but meaningful voice mail messages. Have them prepared before you start dialing.

FAQ’s – You want to be prepared when the prospect asks questions. Anticipate and prepare responses to potential objections. Spend some time to document what questions they might ask and what your responses should be.

Training – It’s important that each salesperson is well versed in all the steps and potential outcomes of the process. Role playing is a good way to accomplish this.

Practice – Practice is the only way for you to know your pitch cold and to sound natural on your calls. Your goal is to have a conversation with the prospect, not sell them.

Think of your process as your secret weapon, helping you manage your efforts and more easily achieve your objectives. Need help establishing an effective process for yourself and your sales team? Give us a call at 908.879.2911 or email Leads@OneofaKindSales.com, we can help!