Telesales in a Team Site

TelesalesOne of the teams spends their days making telephone calls to customers, asking them about a brochure or telling them about a new product or a special offer. This team has many calls to make each day, the more the better!

All phone numbers were in an Excel file, which was shared in a Team Site. Every Call Agent looked through the Excel file for the numbers assigned to them, and after the call edited the line item with the outcome of the call, as well as changes in information that they had learned during the call. (E.g. new contact person, change in telephone number).

What was the problem?

  • Opening the file and finding their assigned phone numbers took a long time.
  • Editing the item and saving the information caused waiting time (if the file was checked out by another call agent) or overwriting issues, (if a call agent forgot to check out)
  • All customers were in the file, whether they had been called or not
  • Management was always asking “how things were going” because they were curious and nobody had an overview of progress or results. This meant Call Agents had to spend time on ad-hoc reporting, which took time away from their calling time

What is the solution?

We opened up the Excel file by importing the data into a pre-configured Issue list in a Team Site. We created different views, such as:

  • New calls to be made, as well as call-back appointments, grouped by Call Agent
  • Completed calls, grouped by Result Code for a quick overview with sums (e.g. Appointment, Not interested, Business Discontinued, Offer)
  • Export view to export the data back into an Excel file for detailed analysis

By removing the finished calls to a different view, every call agent can see quickly which and how many calls he or she needs to make, without making mistakes.
We also added some real-time Excel graphs for management, so they can see progress and outcome of any promotional action in real-time. These graphs can also be used to evaluate the Call Agents’ performance and to share tips for a succesful approach between Call Agents.

What are the benefits?

  • Call Agents know exactly which customers to call or follow-up; editing a line item is much faster than editing a file so they can do their work more quickly
  • Call Agents make less mistakes in calling a customer twice or overwriting someone else’s edits
  • Management has a real-time overview of progress and outcomes, and they can see that without bothering the Call Agents
  • It is now possible to see progress as you go along, enabling the Marketing Manager to make adjustments during the promotion
  • It is clear which Call Agent is most succesful, which enables exchange of good practices between Call Agents

All in all, this simple Issue list has enabled the Call agents to make TWICE as many calls a day as before!

So, small wonder that other departments have embraced this solution as well – by now there are 3 teams calling in this way.

Another succesful cure for  Document Addiction! 😉

Please find a screenshot below, this shows the real-time Result Codes (e.g. Call, Written Proposal Requested, Meeting Requested, Already Bought This; Not Interested etc.) on the horziontal axis. Vertical is the count of this result code. The graph is slightly distorted because screenshot was made early in the Action, when there were still many calls (3344) to be made.

Telesales results by code

Below is a screenshot of the results by Call Agent. On the horizontal axis the names of the individual Call Agents, on the vertical axis their stack of different result codes. This enables management to monitor both their productivity (# calls made)  and their effectiveness (# of calls that have a favourable result). Please note that Call Agents do not all work fulltime.

Results by Call Agent

 

Image courtesy of Ambro at FreeDigitalPhotos.net

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Facebook in a Team Site

“We need something like Facebook’s the Wall”, one of our Field Sales Managers told me. It was interesting to see that a popular external tool was triggering people to think about a similar solution in the company. They could not use Facebook because their information is confidential, but by describing it in that way, it visualized their needs very clearly.

What was the problem?

It turned out that 16 Sales Managers, all working outside the office, had a habit of sending a daily report of their store visits, including pictures, to all 15 colleagues + Manager + 10 back-office employees, by email.
You can guess the situation: everyone stored lots of emails, with the information hidden in documents, not tagged or categorized, and their email boxes were all too large because of all the pictures. So, what they needed was one central place where they could upload their Sales Memo’s and pictures, and where the back-office could find all reports per customer, or on a certain category.

What is the solution?

Well, we did not have Facebook, but we could do that in a Team Site. I used an Announcement list for the Sales Memo’s, adding mandatory customer and category dropdown fields, and a Picture Library was added for the pictures (also with customer dropdown).

SalesMemo

I added a search function and told everyone how to set a Daily Summary Alert, to enable everyone to know if something had happened.
The last 5 Sales Memo’s were shown on the Homepage, with the name of the creator, which triggered all Sales Managers into adding all their Sales Memo’s immediately. This  little vanity trick helped speed up adoption!

SalesMemoHomepage

What are the benefits?

  • Less emails sent & stored
  • A central transparant database is created
  • Information is easily searchable due to the customer and category metadata
  • Less time and irritation while searching

And when it was properly implemented, the Field Sales Manager asked me another question…but that will be another Blog item. 😉

Do you have an example where a popular tool shows people the way to working more efficiently? Please share it!