Challenge
The client organization was transitioning its call center into a business center focused on generating sales. This required a new training program focused on providing employees with in-depth knowledge of the organization’s products and services and teaching them the skills necessary to identify sales opportunities during their daily service interactions.
Solution
GP Strategies designed a digital training program that teaches key sales knowledge and techniques through various media, including eLearning, videos, storytelling, and awards. The program lasts three months and is divided into individual blocks focusing on different business pillars.
- Block one: concentrated on raising awareness of the mindset shift from call center to business center employees and included a live speaker session and a learning game.
- Block two: participants learned to generate additional business opportunities through a videocast with a customer service professional. Additional activities focused on identifying customer needs and building trust through games, rapid learning, and videos.
- Block three: focused on the client’s line of products and services. Learners analyzed actual customer service calls and applied everything they had learned to brainstorm methods of improvement.
Results
- Reached 93% of target audience, surpassing the goal of 90%
- Employees used 34% of their non-call time to engage in training, surpassing the goal of 10%
- The quality of closed sales increased up to 100% after the training was completed.
- Received an average participant satisfaction score of 4.87 out of 5
This program has been honored with a 2024 HCM Excellence Award by the Brandon Hall Group: Gold Award for Best Learning for Change Transformation.
