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By the beginning of the project, we had already controlledthe conversion from calls to invoices and payments for each manager and theentire department. Managers were motivated by sales and were interested ingrowth. First stage : conducted an audit of the sales department. Weselectively listened to recordings of managers’ conversations and identifiedtypical mistakes. We have compiled a list of formal criteria by which you canevaluate the quality of processing each call, taking into account the specificsof the company. Main mistakes: managers do not introduce themselves when thecall begins; speak unintelligibly or quietly and unemotionally; communicate inan impolite tone; do not show interest, do not try to suggest a solution to theclient, or help; don't work with objections.
Stage two: we analyzed the calls of each manager andcompiled last database personal reports. The report included a table with ratings for eachcall listened to, the manager's average performance, his strengths andweaknesses, supported by call examples. Third stage : the head of the salesdepartment personally analyzed the results with each manager. The selected callexamples were especially helpful. Over the course of several weeks, we didrandom follow-ups to confirm positive changes or provide fresh examples for themanager to review. This way the managers understood that this was not a“one-time action”, the company was interested in changes, and the managerpersonally controlled everything.
Fourth stage : summed up the results for each manager, wroterecommendations for further work. We compiled the information into a manual forconducting telephone conversations for company managers. The head of the salesdepartment uses it to work with current managers and train new ones. Result Wecompared the indicators before and after the start of work. Overall conversionfrom calls to paid invoices increased from 6.1% to 8.7%, an increase of 42%.Important Notes the increase in conversion from 6.1% to 8.7% significantlyexceeds normal fluctuations within the year, including the New Year and Mayholidays; two months after the completion of the project, conversion decreasedto an average of 7-8%.
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