The Badger is back … recording calls
Former Apprentice star, Ruth Badger knows business inside out and says she can sell anything… But what will happen when The Badger comes face to face with some of Britain’s trickiest sales teams?
Having won her place in viewers’ hearts as a feisty, straight-talking sales whiz in The Apprentice and moving on to mentoring in Sky One’s The Big Idea, The Badger needed a new challenge. And they don’t come much more challenging than this!
Ruth Badger travelled to Brighton to visit party organisers Red Seven whom she found to be big on parties, but short on planning. Ruth’s undercover spoof customer telephone calls soon revealed some worrying flaws in the call centre, as staff stuttered and struggled with their products, while a cacophony of laughter in the background made hearing their mumbles almost impossible. The pressure was on to turn around a team that has even been caught recommending the opposition.
After an initial study of the sales team’s performance, Ruth raised the question about call monitoring. To her horror she was taken into the basement and in a dusty box they uncovered some old-fashioned cassette telephone recording modules. Ruth expressed her shock at how archaic these devices were but insisted they were used.
Within hours it became apparent that the cassette recorders didn’t actually work with the phone system so Ruth told Catrina (Sales Manager) they needed a new telephone recording system and they needed it NOW.
Ian and Catrina searched the Internet and contacted Storacall for assistance, and within two days a Storacall ‘VoiStore’ call recording solution was installed. The solution had an immediate effect! The first call they monitored identified an additional sales opportunity which had originally been missed by the sales person.
“What an improvement it’s made, you are hearing people selling minute by minute, it’s one of the most important things I’ve done,” commented Ruth after the installation of the VoiStore system.
Since the implementation of the VoiStore and the revised training methods adapted around call monitoring and agent evaluation, sales have increased by 47% in the space of a month.
The Badger’s challenge at Red Seven, whilst frustrating, turned out to be an enjoyable one: “I walked into a company that was full of wooden planks. I left a company that literally took three steps up, not just one. I saw their personalities and their knowledge develop. The results were amazing. Red Seven was an enjoyable experience, but it was all about the people not the product.”
Pictured above: Ruth Badger and the Red Seven team
