Case Stories
Read how YouSee raised the quality of sales
YouSee documented the best practices in book form, now rolling out the recipe to 1,600 employees.
STARTING POINT
- 8 retail trainers, 18 call center coaches, and an internal academy
- 1,600 employees across 6 call centers and 47 stores
- Strong sales culture driven by incentives, campaigns, and competitions
- Premium product and pricing with numerous low-cost competitors
CHALLENGES
- Churn among customers and employees
- Large fluctuations in results
- TV, broadband, and mobile phones are perceived as commodities
- 5th attempt to change behavior and culture
PROCESS
- Gap analysis identifies the 3-4 main barriers to anchoring
- Co-lab with Sales Excellence team
- Deep dive into strategy, analytics, products, tools, systems, and processes
- In-depth interviews with leaders, coaches, marketing, product managers, etc.
- Collection of success stories on Facebook Business, gamification, etc.
RESULTS
- Best practices identified, condensed, and described in a play book
- AHT reduced by 17%
- Pilot with 9 stores and 2 call centers boosts sales by 15,000 main products annually
- 77% of sales previously came from 12% of employees; this figure is now reduced to 35%
- 56% previously underperformed their weekly targets; this number is now reduced to 4%
TIPPING POINTS
- Book format: The book is personal and physically present at coffee machines, in smoke breaks, follow-up conversations, onboarding, etc., integrated into sales processes and interactive screens
- Unique process with gap analysis, co-lab, the play book, train the trainer, etc.
- Mandate, budget, and resources from the cross-functional Sales Excellence team
- Training ‘little but often’
'We have moved from a campaign- and incentive-driven sales approach focused on price to a sales culture focused on customer benefits and added value.'
VP YouSee and Head of Sales Excellence team
