The issue our focus group scoped on was increasing sales on at 20 % per call volume basis. Due to the slow start with the account major change was needed in order for cutbacks not to be in put into place to even out the loss of sales. Considering the client wants the sales conversion at a minimum of 20% its crucial that the goals should be higher in order to go beyond the expectation of the client to keep the contract in good standing for further agreements and possibly more jobs in the area.
Focus group looked at the call flow given to customers and dissected what key terms were helping the sale and those that weren’t. Adding certain benefits and decreasing the amount of time on hotel brands was an overall agreement and was agreed to be deleted. A teleconference with the client also took place in order for the approval to be made to implement the new call flow as well as input on suggestions what they could expect with the 20 % conversion.
After two weeks of using the new call flow overall sales conversion increased from 18 % to 25 % and consistently stayed above 20% for the whole month not to mention the average talk time was lower. Based on the outcome more suggestions from the floor agents were taken more seriously by corporate and sales offices and more respect was gained from the cohesion.
Looking back on the issue, the action, and results, I believe the right action was taken in the appropriate manner however, sooner may have been better for the agents morale and possibly opened positions of leadership for agents that were pursuing those positions.