Telecom giant boosts outbound sales by 190% with operational excellence framework

Leadership and oversight enhancement

Probe CX revamped the team structure by introducing new roles to strengthen leadership and improve oversight. Call reviewers, quality analysts and team leaders were added to provide more robust guidance and support. To enhance data-driven decision making, Probe CX integrated quality assurance specialists, real-time analysts (RTAs) and data analysts into the team.

These additions provided actionable insights and improved overall performance monitoring. Probe CX also appointed senior agents and assistant team leaders to create a more robust leadership hierarchy, ensuring effective team management and smoother operations.

Comprehensive training

Probe CX implemented a multi-faceted training approach, designed to equip agents with the skills and knowledge needed to excel. Specialised training sessions were conducted to deepen agents' understanding of products and services while honing their sales techniques.

For new agents, Probe CX introduced certification programs to ensure agents were thoroughly prepared before engaging in customer interactions. To maintain high performance standards, regular roll-out refresher courses were held, keeping the team updated on the latest product knowledge and sales strategies.

Operational performance and engagement optimisation

Probe CX implemented a series of measures to streamline operations and boost team engagement. New call flow materials were developed and rolled out to enhance customer interactions. Probe CX refined lead distribution processes and consulted on the on-target earning structure for broadband and mobile products to align incentives with performance. To foster a competitive yet collaborative environment, 'team vs. team' incentives were introduced. Performance tracking was enhanced through coaching action plans, performance improvement plans and sales trackers. To keep the team motivated, Probe CX implemented monthly awards and incentive programs celebrating wins. A hybrid work structure was also implemented to work on promoting a healthy work-life balance and flexibility. To enhance and track agent productivity, performance scorecards were created.

Robust quality assurance

To ensure consistent high-quality performance, Probe CX introduced a comprehensive QA framework. This included regular call listening sessions, call calibrations and roleplaying exercises to maintain excellent customer interactions. Probe CX also implemented regular testing to ensure agents maintained a high level of product knowledge. This robust quality assurance system allowed for continuous monitoring and improvement of team performance, ensuring that the high standards set were consistently met and exceeded.