Vodafone are a global telecommunications company. Founded in 1982, they are part of UK telecoms history. They made the first mobile call in the UK on 1st Jan, 1985. Vodafone serves over 600 million customers in over 65 countries. Offering telecoms services to both B2B and B2C clients and customers, they are continually innovating and growing.
Vodafone has many call centres globally who are well trained in inbound and outbound telesales. Each centre also has a web chat / live chat team – often part of the telesales teams. Whilst these staff were well trained on the usage of the system, they hadn’t been trained in how to increase service levels (NPS), sell and cross sell using webchat. Vodafone see this as a growing customer contact medium and therefore wanted to upskill all current agents with the relevant sale and service soft skills.
We started by reviewing a wide range of past webchats, so we could ascertain their current level. We also worked with internal teams to agree a customer experience model and goals for webchat. Then we wrote a bespoke training course covering all elements of webchat from the practicalities of handling multiple chats, to handing over to another channel with the main focus always on how to increase service levels and complete sales.
We followed the training to one to one live coaching.
Team leaders were also trained in what was expected for a call and how to coach to promote continuous improvement.
The client was left with webchat prompt cards to aid the agents in applying what they had learnt on a daily basis and to help the team leader formulate a coaching structure and webchat monitoring system.
This web chat training was delivered globally.
“Sales Training International Ltd identified the main areas of focus and concern and tailor made and delivered sales training to our sales webchat teams in India and the UK conducted by Sylva Joliffe.
I found both Tracy and Sylva to be very flexible and accommodating to our needs which has made it easy and a pleasure to work with them.
Sylva is very well versed and creative in her field and she shared all her experiences to help the team understand the customer management techniques.
The training has been a success as feedback received from the teams has only been positive. The sales and service measures have both increased and the advisors are more confident and comfortable while interacting with customers.”