A nation-wide insurance company uses EQ assessments and training to improve call center interactions – significantly increasing the number of high performing salespeople and increasing sales.

Overview

Situation: The challenge of converting Customer Service Representatives in a contact centre into sales associates is a growing trend as businesses look for ways to get more out of their contact centres.

Solution: Emotus, a Preferred Partner specializing in EQ in business, used the Six Seconds Emotional Intelligence assessment for training new Customer Service Representatives (CSR) for a more people-oriented approach.

Results: The trained group improved overall sales by 28%. The Agents meeting the “effective” benchmark increased from 13% to peak at 61% during the program, and averaged 40% over the year.

Situation

One of the company’s leaders explained they needed a cultural shift from a predominantly service-orientated culture, in which agents focused on completing customer requests, to a more holistic service conversation that included identifying growth opportunities. As recruitment had traditionally been for service-orientated staff, changing this to a sales culture was the biggest challenge.