Our Client is one of Canada’s leading national communications providers, delivering phone, cable tv, internet and network services to residential customers and businesses in North America. They realized the importance of evolving from a service organization that maintains existing customers to a sales organization that provides excellent customer service and proactively identifies and realizes new sales opportunities.
Telecommunications Business Sales Behavior Assessment
Telecommunications Business Sales Available Time Assessment
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Some significant results obtained by our Client included:
Telecommunications Business Sales Supervisory Activities
Telecommunications Business Sales Total Number of Contacts (Calls, Emails, Meetings)
Telecommunications Business Sales: Hours Worked / Number of Sales
A decision was made in early 2010 to work with PVA in our sales call centre and store operations. Our goal was to identify opportunities to enhance customer service, to improve efficiency and to introduce a management operation system which puts rigor into how we manage the business, coach our people, and improve overall results. I have been very pleased with the outcome of this engagement. By engaging our workforce to identify opportunities to improve the business, developing metrics to manage results, and providing our management team with better skills and metrics to lead their team and drive results we have achieved the desired outcomes and have processes in place to ensure sustainment of this initiative.