To improve the sales, marketing knowledge and coaching skills of over 25000 agents and 2500 coach leaders of AT&T both internal and outsource vendor customer care centers that take calls from AT&T customers across many different customer channels.
AT&T, the industry-leading communications and entertainment provider, contacted us to further develop customer service and sales skills for their global vendors. Every customer call is an opportunity to deliver unmatched customer service and to offer suitable products and services that would benefit their customers.
We created a workshop centered on key marketing intelligence gathered by AT&T. We participated in the design of a workshop to transform statistical data into simple, yet tactical, sales process with dynamic interaction that is engaging at all levels. Incorporating Train-the-Trainer Facilitation Skills and side-by-side coaching, we introduced and rolled out SAMI (Sales and Marketing Intelligence) which focuses on several key skills:
In the first three months of execution on the project: