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Published on 02 July 2020
Watch the recording of the Virtual Site Visit presentation.
See how sales opportunities doubled in a challenging market, by embracing customer service principles in sales and focussing on colleague engagement, proactive contact and value-add actions.
A cultural transformation within sales at RS was supported by collaboration with the insight, planning and quality teams. By focussing on what is important to customers and colleagues, the sales teams evolved to meet the needs of a changing marketplace. Colleague feedback and engagement played a crucial role in this, adapting established best practice for customer service to help colleagues succeed in sales. Sales opportunities doubled, a 200% increase in the types that were most effective. As a result, turnover grew 5% and customer Net Promoter (NPS) & Net Easy (NES) scores each rose by 20 points. Significantly, this new operating model provides the benefits of personal client relationships, while bringing in a more centralised function, driving efficiencies and refocussing resources on value adding roles and activities.
This story is of value to anybody who is new to planning, quality and insight and looking to demonstrate the value and see how this can be deployed. It also demonstrates how the principles we use in our contact centres can be transferred to other areas in our businesses that are not traditionally planned and supported.
Author: Alison Conaghan
Categories: Quality & Customer Experience