"We realised that our team needed to be more proactive rather than reactive, however we did not know how to shift the culture and ensure that the proactive approach was adopted as the new norm." - Manager, Australian Media Company

Understanding of their needs

An Australian Media company wanted a shift in their call centre team's reactive service culture. The main issues for the organisation were:

• They wanted their telemarketers and supervisors to have a stronger, more proactive sales approach, however people did not see themselves in a sales role and were not converting as many opportunities presented to them.
• The managers and supervisors were not equipped with the knowledge, skills and behaviours required to facilitate this change in culture.

Our Recommendation

We ran a 2-day Leadership Conference with 60 managers and supervisors that incorporated modules from our people training, team training and leaders training. Some of the key areas were situational leadership, sales coaching, performance management, recruitment, sales prospecting process and overcoming prospecting hesitations. The Prospecting Fitness Assessment was used to provide management with insight into underlying sales behaviours of the team.

Outcomes

The project was very successful for both the teams and management. The organisation recorded a 43% increase in sales and subsequently a substantial growth in business. The organisation also used the Barrett Recruitment Kit to recruit people more suited to their newly defined culture which supported the standards established over the three month training period.