Case Study: Verizon’s Cellular Sales Drives Engagement Related Articles 10 Tips to Help Call Centre Agents Drive More Sales Centrical Recognized as a Global Leader in Sales Gamification Case Study: Microsoft Drives Down Absenteeism How Customer Obsession Drives Sales © DisobeyArt - Shutterstock - 378122350 127 Filed under - Contact Centre News, Case Studies, Centrical Verizon Cellular Sales runs 700+ stores in 39 US states, with 5,000+ retail employees. Using Centrical it engaged employees to drive behaviors, focus, and professional development. As a result, handset sales grew 53%, cross-sells doubled. 53% – More handset sales 2X – More combo sales “It completely shifted how employees and managers communicate.” Brian Snyder, Regional Director Achieving Better Sales Productivity Through Continuous Feedback Things move fast at a Verizon Cellular Sales store. Multiple goals need equal attention from employees. However, when, for example, a new phone arrives, sales for it go through the roof while sales of all other products plummet. Centrical’s solution brought needed attention through real-time performance management and using fun game-mechanics as a way to bring focus on multiple, transparent goals. Using the platform’s mobile app showed employees how each activity brought them closer to their bonuses. It also notified which KPIs should be worked on to maximize game points and potential bonus. Managers could tell if someone was not into the program or were but not doing well, a sign coaching was need and could be provided in a timely manner. The full case study details how Verizon Cellular Sales found a correlation between engagement and business results, like a 53% increase in handset sales and simultaneous doubling of combo/cross sells. “We are working faster and more efficiently than ever before.” Brian Snyder, Regional Director at Verizon’s Cellular Sales, explains how he makes great use of challenges to engage employees and keep them focused on multiple goals. This blog post has been re-published by kind permission of Centrical – View the Original Article For more information about Centrical - visit the Centrical Website About Centrical Centrical provides a real-time performance management, microlearning, gamification, coaching, and voice of the employee platform for frontline teams. The solution inspires and personally guides employee success and growth by making every moment actionable. Read other posts by Centrical Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Centrical Published On: 7th Mar 2023 - Last modified: 8th Mar 2023 Read more about - Contact Centre News, Case Studies, Centrical Recommended Articles 10 Tips to Help Call Centre Agents Drive More Sales Centrical Recognized as a Global Leader in Sales Gamification Case Study: Microsoft Drives Down Absenteeism How Customer Obsession Drives Sales Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter