This Sales Call Center increased Script Compliance by 10x. Here's how.
公司规模
1,000+
地区
- America
国家
- United States
产品
- Gong
技术栈
- Gong analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
适用行业
- 医疗保健和医院
适用功能
- 销售与市场营销
服务
- 数据科学服务
关于客户
Hear.com is a global leader in the hearing aid industry, providing expert advice to thousands of customers around the world. After a phone consultation with hear.com, Partner Providers test customers in person and then fit them with an effective and affordable hearing aid. Veit Albert is the VP Sales at hear.com. He initially led the sales team in Germany, then moved overseas to open the company's first office in the United States. That office now has 200 employees and Veit leads the US sales team from Miami, Florida.
挑战
Hear.com, a global leader in the hearing aid industry, faced a challenge when their sales numbers dipped during the absence of their VP Sales, Veit Albert. The American sales team had stopped using the 'Why Hear.com?' script on competitive calls that Veit had previously developed. The script was a critical piece of their messaging and its non-compliance led to a decline in sales. The sales consultants had slowly drifted back into old habits during Veit's six-week absence. To address this, Veit and the leadership team decided to launch a call quality training program.
解决方案
To address the challenge of declining sales, Veit turned to Gong, a sales analytics platform. Gong's analysis revealed that sales consultants were hardly using the 'Why hear.com?' script at all in competitive situations. Veit and the leadership team launched a call quality training program to turn things around. Reinstituting the 'Why hear.com' script was a key component of the plan, as was tapping into the marketing team for support. With Gong's help, the sales team also reinforced ongoing call quality training for its sales consultants.
运营影响
数量效益
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