Objectives

The objective of the training initiative was twofold:

1) to equip and inspire call center reps to proactively probe for additional opportunities and position their services in light of those discovered needs, and

2) increase customer loyalty by providing a higher level of customer service

Deliverables

• The management and HR team attended the Hiring Excellence program where they learned the skills to effectively and accurately identify the most qualified candidates.
• Team leaders attended an accelerated program for managing, coaching, motivating and retaining employees.
• Telesales reps participated in Aslan's inside selling skills program - iS180 - and the customer service skills program - Creating Loyal Customers (CLC).
• Aslan provides continuous education for managers on an as-needed basis as well as facilitates the iS180 class for each new hire group.

Results

A 14% increase in ground shipments and the activation rate for new customers almost doubled.