Case Studies / Quality Monitoring
End-to-End Redesign of Sales Call Center Resulted in 300% Revenue Growth
Financial Services
Scope
- A leading financial services company selected Northridge as its partner to transform its sales call center through improved recruiting, training, quality monitoring, workflow management, and performance metrics
- Following industry best-practice standards of excellence, Northridge evaluated customer interactions in the contact center with the overall goal of coaching agents on sales effectiveness and driving overall business growth
- Northridge conducted a Sales Center Redesign which included:
- New and upgraded foundational processes to drive a consistent multi-channel strategy and customer experience
- Creating a high-performance culture with customer-centric call handling processes, efficient workflow and solid performance metrics
Process
- Northridge developed a strategic roadmap and led the implementation of initiatives prioritized by business impact and measured results, which included:
- Redesigned the recruitment process and organizational structure
- Well defined sales competencies and career paths
- Newly developed robust staffing and capacity planning model
- Newly designed training and quality monitoring programs
- Focused development and performance management
- Enhanced sales process and workflow management
- Redesigned metrics to improve sales effectiveness
Results
- Sales growth of 300% within 1 year of implementation
- Increased loan/funding amount per customer
- Increased digital lead acquisition
- Increased sales agent productivity; 300% sales growth achieved with the same headcount
- Improved sales agent morale; decreased voluntary attrition
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