Sell More - VT Training

VT Group This is a current RXP project which initially involved a diagnostic of a 20 seat telemarketing operation in Southport. We are currently working to transform the sales performance of the operation through a combination of operational management support and training programmes for both Agents and Team Leaders.

Developing a telemarketing operation

VT Training is one of the UK’s leading providers of vocational courses supported by the UK government bodies such as the Learning and Skills Council. The main occupational areas for learners for the organisation are hospitality, sport, care and retail and the role of telemarketing is to contact employer organisations on a regional basis to identify prospects for apprenticeships and other vocational training qualifications.

The original perception of the internal telemarketing operation was that it was significantly underperforming – in terms of the number of leads generated against a ‘break even’ level. However, if the sources of incremental performance could be identified, developed and implemented then the centre would provide a long term strategic asset for the VT Training business.

Approach

Following an initial assessment that identified the potential scale for increased effectiveness and efficiency, RXP were retained to help the operation sell more vocational courses. This involved:

identifying an interim manager who was then recruited to lead the operational improvements in the centre
defining a 3 month change programme to implement Quick Win improvements, introduce Quality Management System, develop the right organisational structure and introduce a new Agent incentive scheme that will drive improvement in the centre KPIs
designing and delivering Agents sales skills training course and Team Leader management course
helping to recruit a new Call Centre Sales Manager to take over the running and ongoing development of the telemarketing operation in Southport.

Whilst the project is still ongoing, the results so far have been impressive. Wendy Cheshire, Sales Executive for VT Training comments "I have been really grateful to RXP for all your efforts and really insightful feedback. It has been great to have the 'experts' to support us all at VTT but, in particular, I have really felt we can now move mountains!!"

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