Prior to VXI’s partnership with this client, divergent management processes for 20+ vendors supporting multi-care locations resulted in inconsistent revenue and customer experience.
With costs increasing and customer satisfaction on the decline, this client tasked VXI with improving its sales conversion rates, meeting sales projections, and fortifying its market leadership.
By consolidating the client’s process siloes as well as implementing a closed-loop feedback system, we streamlined call flow and service procedures.
From the start of the engagement, VXI’s agent training strategy focused on product mastery and role plays to overcome customer objections. Tasked with assisting customers in ordering complex, customized product kits over the phone, VXI deployed Training Simulator for agents to develop consultative selling skills. Agents were exposed to real-life scenarios while experiencing the call flow. This reduced “first call shock” and dramatically shortened the learning curve.
Training programs were re-designed to incorporate a blend of sales-skills development and extensive brand/trust building. At the end of each training batch, a review of the program and a survey were conducted to gauge knowledge absorption, effectiveness and relevance of the curriculum.