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Gregg StewartTopic: When Calls Stink Profits Sink: How to Identify and Eliminate your Telesales Profit Gap

Company: teleXpertise, inc.

Presenter: Jim Garey

teleXpertise,inc. provides a comprehensive, highly effective, and proven suite of customized services designed to ensure companies can easily identify telesales profit gaps . Using digitally recorded telephone mystery shopping calls, call evaluations, monthly summary and trend reporting, their clients receive detailed intelligence on the tele-effectiveness of their staff.

Utilizing a state-of-the-art digital recording platform, teleXpertise is able to record and deliver digital audio files to their clients. They distribute the mystery shopping calls via the web, email or CD/DVD. Additionally, they develop customized and private web portals where clients can have 24X7X365 access to all written, recorded and related content. Since 2002, teleXpertise has placed recorded telephone mystery shopping calls throughout the USA and Canada, including thousands to the Culligan Independent and Corporate Owned Dealership network. Large and small companies in industries as varied as travel, heating and air conditioning, banking, real estate finance, hospitality, insurance, and legal services that have utilized their services were able to turn telesales profit gaps into profit centers in short order.

teleXpertise,inc. was formed in 2002 by its President Jim Garey. Mr. Garey began his telesales career as a highly accomplished front-line telesales rep in 1978. Since then he has developed high performing telesales teams. Moreover, he has enjoyed “ground up” responsibilities for developing and growing telesales organizations. teleXpertise was founded with the call center in mind. However, Mr. Garey quickly realized that traditional “non call center” operations would equally benefit from listening to their employees’ calls. In fact, retail operations enjoy profound returns because, unlike call centers that routinely record their calls, most times recorded mystery shopping calls represent the first time the client’s organization has heard both sides of the customer-interaction. Their suite of services has grown to meet the evolving needs of its clients including:

Workshop Outline:

A telesales Profit Gap represents the difference between the optimal revenue associated with a telesales call to the revenue generated by that calls. Profit Gap = Optimal Revenue – Actual Revenue There are obvious and hidden revenue opportunities on virtually every call handled by your employees. These opportunities present themselves on all types of calls: New Sales Inquiries, Cancelation/Discontinue/Quit Calls, Service Calls, Existing Customer Sales and Non-Sales Inquiries. When Calls Stink Profits Stink will show Culligan Dealerships how to identify Telesales Profit Gaps and present solutions for reversing those Gaps. The presentation will be delivered by Jim Garey from teleXpertise,inc. teleXpertise has made thousands of recorded telephone mystery shopping telephone calls to the Culligan Independent and Corporate Owned dealers since 2006. When Calls Stink Profits Sink will leverage Jim’s 25 years in telesales and teleXpertise insider knowledge of Culligan. The presentation will include: Listening to Past Telephone Mystery Shopping Calls, Proven Methods for Reversing Telesales Profit Gaps, Case Studies, Tips for How to Optimize Recorded Calls, Tips for Improving a Dealership’s Sales Culture, The #1 Reason Why You Shouldn’t Utilize Recorded Mystery Shopping Calls, Mistakes Culligan Dealership’s Make With Their Mystery Calls There will be scores of sales “nuggets” in When Calls Stink Profits Stink. However, just one nugget can help you generate immediate profits in your dealership.