Case Study

Brief: Telemarketing Training

Company: IC Blue is a provider of electronic components that can source obsolete passive, active, and military hardware for their client base.

Industry: Electronic Components Distributor

Problem: IC Blue Components had an in-house telemarketing team which, due to the nature of their work, would often spend time peripheral activities rather than focussing on lead generation. This meant that there were not enough calls being made to produce results.

Solution: Blueberry identified the need for some structure to the working day in order to provide the team with a clear focus. Individual targets were set to help maintain motivation and performance related benefits provided staff with the incentive to meet those targets. IC Blue used a CRM system, this was enhanced to ensure it was being used effectively and correct training was given on how best to use the system to track results. Blueberry introduced a process to split tasks between team members, ensuring important work off the phone could still be completed without calling a complete halt to lead generation. Training was also given on objection handling to maximise the results achieved from calling and, most importantly, advice was given on how to keep the calling fun – improving results and increasing staff morale.

Results: Blueberry worked with IC Blue for eight days. During this time, call rates improved from 25 calls per day to over 70. The training ensured that sales call lengths were also increased by over 45%, resulting in a greater number of sales of a higher quality than had been achieved in the past. The work that Blueberry carried out has had a lasting effect, with calls continuing to meet this high standard long after the original training sessions.