Rep Training

Issue: A promising new Cable Television provider was not experiencing customer growth in line with projection and expectations. Customer turnover rates were exceptionally high compared to industry standards.

Resolution: Our review found the Inbound Sales channel lacked the required sales focus. Additional sales skills training was conducted and improved agent tools, including a product workbench, were introduced. An improved communication channel with feedback loop to the Marketing and Sales teams was also implemented, resulting in significant product improvements.