TrainingPros, in partnership with an IT company, has been honored with a Gold Brandon Hall Group Award for Excellence in Sales Performance in the category of Best Sales Training Program for the Extended Enterprise. This prestigious recognition underscores the transformative impact of their innovative approach to sales training in a challenging post-pandemic landscape.

The Challenge: 

The IT company collaborates with offshore vendors to deliver technical and troubleshooting support to its customers. Historically, these vendor agents excelled in providing voice-based assistance, with a secondary focus on sales. However, following the pandemic, customer preferences shifted dramatically from phone support to messaging channels. This change negatively affected critical business metrics, including:

• Customer Net Promoter Score (NPS)  
• Sales Conversion Rates  
• Closed Conversations per Logged-in Hour (CCPLH)  
• Revenue per Day per Agent  

A thorough analysis revealed that vendor agents lacked the skills needed to match their voice-based service quality in the messaging environment. Identifying these knowledge and skill gaps became the foundation of a collaborative solution between the IT company and TrainingPros.

The Solution: 

To address the identified challenges, TrainingPros and the IT company designed, developed, and implemented a custom sales training program designed to improve offshore vendor service agents’ performance in messaging channels. The program aimed to seamlessly transition agents from a purely technical support role to a dual role incorporating effective sales techniques.

Key Features of the Learning Program:

• Virtual Instructor-Led Training (VILT)  
• Interactive Workshops  
• Microlearning Modules (eLearning)
• Engaging Videos  
• Role-Playing Activities  
• System Simulation Exercises  
• 360-Degree Feedback Sessions  
• Train-the-Trainer Events

This blended learning program focused on two strategic goals: enhancing customer satisfaction and driving revenue. By upskilling agents, the program empowered them to deliver exceptional customer service while confidently transitioning conversations into sales opportunities in a messaging environment.

The Impact: 

The program delivered impressive results, marking a significant transformation for agents who were not previously considered part of a sales team. Key outcomes included:

• Revenue per Day per Agent: Revenue increased overall, delivering a substantial ROI.  
• Customer Net Promoter Score (NPS): Improved by 1.47%, reflecting enhanced customer satisfaction.  
• Sales Conversion Rates: Increased by 0.8%, boosting overall sales effectiveness.  
• Customers Served per Hour: Improved by 18%, showcasing greater efficiency in handling customer interactions.  

These achievements demonstrate how the innovative program met and exceeded its goals of improving customer satisfaction, driving sales conversion, and increasing operational efficiency.

Conclusion: 

This Gold award underscores the transformative power of a well-designed, blended learning program in equipping customer service agents to excel in a new era of digital-first interactions. The collaboration between TrainingPros and our IT client highlights how tailored sales enablement solutions can drive significant business results.