Conversion Rate

So many things come into play here and its very difficult to give a case study without understanding more. The important factor is to understand first what is possible. What do the best performers achieve and are they maximising the opportunity. The challenge is then to get all performers to that level. Do you have all the metrics to identify who is performing at what level and how real time is it. If someone is failing right now would you know about it and could you go and sit alongside them to work out how to change it before tomorrow?

1. Do you recruit the right kind of people -do you understand clearly what makes a good sales person for you? Are you recruiting in the problem?
2. Training. Do you give enough training to explain to agents how to do the job successfully or do they chance upon the technique which works for them.
3. Coaching. What do give as support for non-performers? Do you analyse through call recordings why they are not succeeding? Is it product knowledge, sales technique, systems usage problems? Have you got a coaching resource who can sit with people in turn to improve their performance.
4. Energy. Sales, especially outbound, can be very draining - does your environment stimulate the team? What can they do to take a break if they have a bad morning. There are also training techniques you can provide.
5. Incentives. Good sales people want to earn big money. Are people earning enough already and therefore dont need to make the extra effort. What is the penalty of non-performance and is this ever followed through.
6. Relevent to all of the above - are your maangers capable of managing the team and delivering all of the above. Good luck