Mc Coy Call Center Improvement Program 8 6

Corporate Training & Consulting

Call Center Enhanced Sales Performance Program

“A sale is not something you pursue; it's what happens to you while you are immersed in serving your customer.”

- unknown


Overview

McCoy Enterprises Program Overview

Assessment Team Leader Program Immersion Reinforcement

Case Study Results

7/22/2011 2McCoy Enterprises Proprietary


Improving clients’ revenue and employee productivity since 2003

The three Principals have significant (over 100 years) experience in sales, customer service, training and leading teams in small to large corporate environments

McCoy Enterprises develops customized training and reinforcement programs that deliver sustainable increased sales results and improved customer service

McCoy Enterprises has conducted over 30 Call Center Sales Improvement Projects the past five years, achieving double digit sales improvement with all endeavors

“About Us”



Sample Call Center Client List



Why is McCoy Enterprises different?

Other companies focus on incentive programs which provide short term improvement in sales

We focus on establishing Customer Service Rep (CSR) behavioral changes to sustainably enhance sales results

Educate (CSR)Reinforce

(Team Leader)Reinforce

Transition

Measure MeasureMeasure

Assessment



Program OverviewMcCoy Enterprises’ Enhanced Sales Performance Program is a 4 step program designed to quickly and significantly improve customer sales results in a manner that is ongoing and sustainable.



The Program

AssessmentAssessment



Assessment

Identify CSR challenge areas Uncover sales skill development areas Fact finding challenge areas Specific sales training focus Determine competitive knowledge level

Identify team leader challenges Determine sales coaching development opportunities Calibrate observation/coaching strategies Sales coaching/feedback technique Representatives call performance expectations One-on-one coaching to the sales process procedure



The Program

Team Leader Team Leader ““Boot CampBoot Camp””



Team Leader “Boot Camp” An intensive one week program designed to give the team

leaders the confidence, skills, strategies and tactics to not only maintain, but to grow the improved results. The program is a combination of training, discussion, group workshops, individual/one-on-one mentoring, role plays and call evaluation labs



Motivating for success Coaching to the sales process Modeling effective selling techniques Develop nine block grid Implement Communication Plan Jointly create Employee Development Plans

Team Leader “Boot Camp”



Sales development plans for each of their CSRs Delivered sales coaching methodologies, including tips and tools, to

enable team leaders to conduct McCoy Enterprises’ style sales coaching with their representatives

Calibrate the team leaders sales coaching efforts by using nine block grid and plus/delta tools

Provide the team leaders and center manager with a Personal Action Plan that is measurable, achievable and time bound

Improved management processes, skills and metrics to maximize quality selling efforts and offers

Team Leader Transitional



ImmersionImmersion

The Program



Immersion Customized workshop designed to meet the specific identified

challenges of the organization. Various teaching techniques are incorporated into the workshop, such as interactive exercises, role playing and case studies. Workshop curriculum including but not limited to:

Value based transitioning The competitive advantages of the company Effective probing strategies Benefit selling Objection management Closing made easy



At the end of the workshop the CSRs will be able to: Sell more on every call Focus on strengths of your products and services while

minimizing competitive disadvantages Probe in a broader and more effective way that uncovers

customer needs and opportunities Improve your close ratios by…

Focusing on customer benefits Use of newly acquired closing skills Recognizing closing signals

Workshop Objectives



ReinforcementReinforcement

The Program



A coordinated reinforcement program involving McCoy Enterprises’ sales coaches working closely with the CSRs over a period of time to ensure new skills and strategies are assimilated into the representative’s everyday work approach assuring sustainable improvement

Reinforcement



Reinforcement Overview Intensive Coaching Program Calibration Mini-Workshops Sales Incentive Programs Building Block Approach – observations and coaching

Week 1 – Side by Side Week 2 – Side by Side/Remote Week 3 – Remote Build on employee strengths and coach to improve developmental opportunities



Three McCoy Enterprises Sales Coaches worked with 35 CSRs (initial group) Completed 1,170 observations and coaching sessions Provided 9-Block Grid for every representative in the program identifying sales

results and sales skills Completed reviews and development plans on every sales rep Reviewed and gained consensus with the team leader on each CSR’s final review report


Call Center – Fortune 10 Company Initial Project Final Results

Sample Case Study


The Program Results


WEEK REVENUES IMPROVEMENT

Baseline VS. w/e $113,000

Week 1 $138,075 +22%

Week 2 $205,550 +82%

Week 3 $196,050 +73%

Week 4 $170,300 +51%

Avg. Revenue/ Week

$177,500 +57%


Our teams improved month over month 35% and 41% versus 14% for the rest of the office

23% (8) of the CSRs above 200% within 60 days, 20% (7) above 100% and 20% (7) above 70.

95.1% of the CSRs indicated that the training and coaching had a positive impact on their performance

The Program Results



Conclusions The vast majority of CSRs improved their selling skills The success of the program was attributed to a

combination of training, coaching and positive reinforcement

Team leaders are able to pick up when the McCoy Enterprises’ team moves on by utilizing the transition plan which captured the representatives’ sales skills strengths and areas for improvement



The Program

Sample ReportsSample Reports



Nine Block Grid A Nine Block Grid is developed by the team leader and McCoy

Enterprises coach for every CSR in the program identifying sales skills and historic sales results

The sales skills axis plots the reps sales skills Low – Using your own way Medium – Using some of the skills High – uses all sales skills effectively

The sales results axis plots the reps actual sales results Low – Bottom 20% of group Medium – Middle 60% of group High – Top 20% of group Additional nine block grids are completed by the McCoy

Enterprises coach after week 1, week 2 and Week 3 based on observations, coaching and actual sales results to track progress of skill use and sales increases



H

M

L

Sal

es R

esu

lts

L M H

Sales SkillsName:

Nine Block Grid

20%

60%

20%

OpportunitySkill DevelopmentDecide

Wanna’ Be’sShow MeGood For Me

Top NotchMy WayMissed Opportunity



H

M

L

Sal

es R

esu

lts

L M H

Sales SkillsName:

Nine Block Grid

20%

60%

20%

Jane Doe

Initial

Week 3

Week 1

Week 2



Sample Final Team Member

Report

7/22/2011 27

Call Center Enhanced Performance Program – Final Team Member report

Date: July 10th 2011 Coach’s Name: John Coachman

Rep: Jane Doe

Team Leader:

Mary Smith

Nine Block Grid Progress

Nine Block Grid

Initial

Week 1

Week 2

Week 3

L M H

Sales Skills

Assessment – Sales Capability/ Sales Attitude – Using the McCoy Process Steps

Suggested Improvement Activity – Sales and Chat Efficiency

Suggested Improvement Activity – Product and Operational Knowledge

H M L

Sales Attitude – Of all the reps Jane is the most receptive student I have ever coached! She soaked up every bit of training & coaching and transformed from zero sales to almost 100% of objective in just two weeks! She immediately implemented every suggestion I offered. Her enthusiasm for selling is awesome! By July 6th she is over 110% of her monthly number!!!!

Sales Skill – Setting the Stage and Transitioning: Jane appreciates the benefit of setting-the-stage and transitioning to selling prior to fulfilling her customers chat request to maximize sales opportunities. We worked on how to verbally make her statements attention getting and powerful. Together we created a library of attention-getting statements and she quickly incorporated them into her negotiations and reported a huge increase in her sales.

Sales Skill – Benefit Offer and Closing: Jane learned to use ABC’s Sales Prospector to identify sales opportunities. I taught her to look at the customers records for services vacancies. She learned how to probe & make an effective recommendation. She has a new appreciation for how benefit-based selling increases sales results & reduces handling time. I have observed a tremendous increase in her efforts to creatively overcome objections in order to make a sale. Jane recognizes the power of a properly worded, benefit-based recommendations (objections are fewer, negotiations are quicker) and she responses creatively to objections, in order to make a sale.

Sales Efficiency – Jane’s sales skills are still developing. She has shown noteworthy improvement incorporating the proper sales steps to a successful negotiation. Her Team Leader needs to reinforce her new skills, coaching & monitoring that she follows all the sales steps. I know she has the desire to be a superior sales person and is willing to work diligently toward that goal!

Chat Efficiency – Jane handles multiple chats resourcefully. She is so excited at the sales opportunity on each chat that she gets flustered and needs to calm down. I have coached her to slow down, control her emotions and the chat, and to be more succinct. Using her library of interest-creating worded statements that she can cut & paste easily, will help.

Product Knowledge – Jane is knowledgeable on most of the ABC’s products, features and pricing. She needs to focus on translating features into benefits to improve her recommendations. Her Team Leader should review her knowledge to confirm she has full command of all the service options & pricing.

Operational Knowledge – Due to Jane’s time out of the office some of the operational resources have changed and she occasionally can’t locate the proper resource as quickly as she should. She has been coached to always use ABC’s legacy systems to formulate her recommendations. Her Team Leader should review her knowledge to confirm she has full command of all the resources.

Week 2

Week 3

Week1 Initial

S A L E S

Mc Coy Call Center Improvement Program 8 6

Technology

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