Assisting a leading telecom player increase its post-paid count in the region

The Task

A leading Telecom player wanted to enhance performance of its front line staff and thereby, increase the count of post paid connections in Gujarat region.

The Solution

It was identified that skill gaps like, tele-caller not being familiar with the sales pitch while making a call and low compliance in terms of documentation were hampering the sales. Centum Learning partnered with the client to design learning solution targeted to enhance performance levels of front line staff. The training intervention was named ‘SUDHAAR’. This involved a mix of Instructor Led Training (ILT) and On-the-Job training sessions. It also included visiting the targeted Direct Selling Agents (DSAs) twice every week for two weeks and training the tele-callers on the product, correct process of selling and the tele-calling script. The training comprised of two hours of instructor led training in a class room environment. The trainees were then provided with higher revised targets and their performance was monitored.

The Result

The training led to 40% growth in pre Tele-caller monthly productivity with a total revenue impact of Rs. 1 million.


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