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Centum enthuses and motivates; tele-callers achieve 108% on monthly targets in Gujarat.

The Task

To increase the rate of client conversion from Pre-Paid to Post-Paid by targeting the efficiency and productivity levels of telecalling sales teams in Gujarat for a long standing client in the telecom industry

The Solution

Sales initiatives at some of the DSAs in Gujarat were not able to deliver desired results due to various skill based gaps, such as tele-callers not being familiar with the sales pitch to be used while making a call and low compliance in terms of documentation.

Centum Learning was selected by the client’ postpaid team in the Gujarat circle to resolve this issue.. A training intervention which comprised of both ILT and OJT methods was devised. It was aimed at Direct Selling Agents (DSAs) who were indentified basis sub optimal performance levels.

The training methodologyconsisted of visiting the targeted DSAs twice every week for two weeks and training the tele-callers on :

  • The product
  • The correct process of selling
  • The tele-calling script

The training consisted of two hours worth instructor lead training in a class room environment including interactive activities like role plays. The trainees were then provided higher revised targets and their performance was monitored.

The Result

The four month long training initiative saw 72 individuals being trained. The trained callers achieved up to 108%of their monthly targets. This by any standard is a commendable feat considering that the attrition witnessed during the period was as high as 30%.

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