TeleVox, a leader in telecommunications with over 60 years of experience in the industry, embraced digital transformation to stay competitive in an increasingly tech-driven marketplace. The company prioritized innovation and continuous learning initiatives, especially for its Sales teams, ensuring they were fully equipped to drive business success and deliver exceptional customer experiences consistently. This commitment to development helped foster a culture of adaptability and responsiveness, essential for thriving in today’s rapidly changing environment.
TeleVox’s reliance on legacy systems and outdated learning methods, such as reading 100+ page playbooks and watching lengthy recordings, led to widespread disengagement among employees. Sales teams struggled to balance skill development with their daily duties, resulting in varied customer experiences, misrepresented products, and lost revenue opportunities. Inconsistent training directly contributed to a 15% drop in sales close rates and a 20% increase in customer complaints, significantly impacting overall business performance.
Novalta conducted a comprehensive discovery process, analyzing extensive customer feedback, detailed employee surveys, and focus groups with 500 frontline staff members. The insights revealed that 65% of Sales employees lacked sufficient opportunities to practice their pitches, contributing to inconsistent results and performance discrepancies across the team. A baseline assessment identified significant gaps in key areas, including prospecting, needs analysis, objection handling, and deal closing, which negatively affected 70% of sales outcomes and overall revenue generation, highlighting the urgent need for targeted training interventions.
To address these gaps, TeleVox implemented innovative, digitized training solutions, including:
After implementing these innovative learning solutions and targeted interventions, TeleVox realized:
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