Direct Axis Increased Sales Conversation rate
Objective
The primary goal of this initiative was to empower a large call center, comprising over 1000 agents, to enhance their product knowledge and, consequently, increase the sales conversion ratio.
Challenges
- Product Knowledge Gap: Agents struggled to stay informed about a vast range of products, hindering their ability to provide comprehensive information to customers.
- Slow Sales Conversion: Rapid updates and new product releases led to information overload, making it challenging for agents to confidently close sales or upsell unfamiliar products.
- Performance Pressure: High expectations for revenue generation added pressure on agents to consistently perform at a high level despite the evolving product landscape.
The Outcome
Drove up revenues by increasing sales conversion rate
Increased productive sales minutes through access to real-time information for agents
Improved team moral by enabling empowered sales conversations
Delivered a comprehensively implemented training program