Please click on the items below, to read our latest news releases.
What are the benefits and challenges of employing late life workers?
Written by: Simon Morden
Date: Thursday, April 26, 2012
The number of older workers is increasing. Older people want to work (and some need to). They bring many attributes that employers need, not least skill and experience. In my opinion, businesses are missing a trick if they ignore this resource.
Written by: Guy Sellwood
Date: Thursday, April 26, 2012
While many contact centres, in-house and outsourced, are making great progress on performance, there is still plenty of scope across the board to give front line staff the skills and tools they need to deliver the brand experience, improve Net Promoter Scores and retain customers. In addition to achieving better results, more motivated and engaged front line staff will also be less likely to leave their job or be absent. However, teaching teams how to have great conversations and empowering them to resolve complaints at the first contact will only work if management is measuring the real drivers that will deliver great performance.
Conversational selling generates growth for Lloyds TSB International
Written by: Simon Morden
Date: Thursday, April 26, 2012
Banking Services identified the need to address business critical areas to differentiate themselves from the competition, add value to their proposition and engage with customers. They also wanted to grow sales, so came to Prosell for help
Written by: Guy Sellwood
Date: Thursday, April 26, 2012
This is the title of a short and excellent management book packed with excellent advice on how to handle customer complaints. “Screamer on Line Two” is packed full of great, practical advice for contact centre managers and directors and is available from Amazon.
What can the Indian Tiger learn from its Celtic counterpart?
Written by: Simon Morden
Date: Thursday, March 22, 2012
There are several parallels between the Celtic Tiger and its Indian counterpart. But how well placed is the Indian Tiger to avoid the crash and burn that its Celtic cousin experienced? Is there more India could be doing to make itself more business ready?
Written by: Peter Fullbrook
Date: Thursday, March 22, 2012
In flat economies, such as the global one we are experiencing, this rather passive strategy doesn’t work and will see you fall well short of your sales targets. Successful organisations are moving from a growth strategy to a market share strategy. This means that to survive and even thrive, you must win business at the expense of your competition. Now most will say they are always competing with others and have learnt to do it, but competing for new business with others is very different from moving competition out of key accounts.
A sales training programme to beat the competition
Written by: Peter Fullbrook
Date: Thursday, March 22, 2012
Our brief was to transform Ricoh sales teams from contract negotiators to advisors. Sales teams needed to engage with customers much earlier and sell a value proposition. Prosell’s programme brought the value proposition to life, in terms of the market, the customer and the sales person, so as to differentiate Ricoh at all levels. Our programme also enabled the sales teams to develop value proposition based account planning. The results are strong, with Ricoh seeing uplift in both the number of major opportunities created and the number of major, full service document management contracts won
Written by: Simon Morden
Date: Thursday, February 23, 2012
If you purely reward on results, then you should not be surprised at the behaviours you witness from those determined to hit their targets to make their bonus. There are many examples of this in the financial markets, many of which led to the current economic problems. These short term behaviours can be very damaging to a business and this is as true for a call centre operative as it is for a CEO.
Written by: Guy Sellwood
Date: Thursday, February 23, 2012
It is one thing to invest in some cultural training to understand how to behave in different cultures, but quite another to lead a team of people from a culture different to your own, be it on the smaller scale of a sales team, or the somewhat larger scale of a whole directorate or even a company.
How News Limited grew revenue in a contracting market
Written by: Peter Fullbrook
Date: Wednesday, February 22, 2012
With no market growth opportunity and a market in decline, News Limited adopted a strategy to build market share and asked Prosell to help them do it. Prosell developed a training and ProcoachTM workplace coaching programme to develop and embed sales skills. Advertising sales grew by 12% (the overall market declined by 13%), average sales order value grew by 16.5% and conversion rates improved by 21%
The impact of coaching and learning interventions on performance
Written by: Guy Sellwood
Date: Thursday, January 19, 2012
Prosell developed a conversational selling programme for Telewest Broadband to improve save rates, which they did by 47%. The programme combined sales skills training with coaching of team by managers. Using Procoach, Prosell trained the managers to coach their teams.
Written by: Simon Morden
Date: Thursday, January 19, 2012
At Prosell we believe that poor performance should not be accepted. The organisation needs to recognise there is a problem and then identify the causes. Widespread problems should be dealt with from the top, not dropped onto middle and junior management. However, once the organisation has adopted a performance oriented culture, then all levels of managers have an enormous part to play in coaching, motivating and leading their teams to success. Just one word of caution - you´ll need to show them how to do this!
Written by: Simon Morden
Date: Friday, December 09, 2011
With the potential for a double dip in Europe and possibly beyond, is now the time for companies to invest, particularly in their people? What are the risks of not investing?
An Post - growing retail sales through conversational selling
Written by: Guy Sellwood
Date: Thursday, December 08, 2011
An Post, Ireland’s postal service provider, briefed Prosell to design a transformation programme based on training, eLearning and Procoach. An Post has seen significant sales growth as a result.
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