West at Home helped a leading satellite radio company drive new subscriptions.
Objective:
One of the nation's leading satellite radio companies needed a solution that could quickly ramp up to meet high intraday and daily staffing levels while meeting their subscription conversion goals.
Solution:
West at Home identified over 400 qualified home agents with the sales skills necessary to drive the results the company needed. West implemented a 100% virtual self-paced training program augmented with instructor led webinars to give agents a thorough understanding of the company's pricing and package differences. West at Home also integrated with the company's Siebel CRM database to deliver the most current customer information.
Results:
- West at Home was able to launch the sales program one week earlier than anticipated and was able to meet sales goals within two weeks of launch.
- At one point during the program, West's home agents exceeded the company's Gross Sales Goals by 17%.
- Throughout the duration of the satellite radio company's program, there were numerous peaks and valleys in call volume and at times incoming call volume was over 200% above forecast for the period.
- Based on the overwhelming success of the initial sales program, West at Home was chosen as the satellite radio company's partner to handle customer care calls for subscribers of both of the company's services.
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