Big sales campaigns with an exponential growth in an already large number of agents tend to represent a huge challenge in terms of maintaining stable results due to the increase of turnover rates, which in turn impacts the final service’s outcome. Therefore it is necessary to strengthen all the variables that affect both our agents’ performance and the consolidation of their achievements in order to minimize their impact on the campaign’s results. These have been some of the challenges that Transcom Sevilla has faced recently, with the growth of one of our clients.
In April 2013, a leader in entertainment products, insurance and legal counseling, signed a deal with a new and important partner in Spain, in order to sell its products to their customers. To that effect, they once again trusted Transcom as leading supplier to sell their products. With the launch of this new service, we increased our platform by 90 agents. After the first months of service and a satisfactory performance, our client requested us to continue growing, and this past September we did so, reaching a team of 200 members. To recruit and consolidate such a big number of sales agents in the same campaign, it became necessary to apply new recruitment and training dynamics, as well as strengthening the team leader structure in order to shorten the learning curve and give further support to new hires. To accomplish this, it became necessary for the team leaders to collaborate in the recruitment stage, supporting the interviews and the selection process. In the training stage, sales workshops were set up to reinforce agents’ sales skills and to ensure the successful identification of customer needs. At the start of the production stage, we established personal coaching for newly hired agents, guiding them towards positive call resolutions. All actions carried out last September helped us to meet the needs of one our largest sales campaigns in Sevilla, with over 250 agents committed to our client. We appreciate our client's trust in Transcom, the fruit of good, solid work, and we can now focus on improving results, in order to cement our status as this client’s leading provider.