Utilities Client Sales Strategy

Case Study

Utilities Client - Sales Strategy

The utility sector is complex, tightly regulated and volatile. Competition is fierce, and new entrants are gaining momentum in this space.

With current market conditions making new acquisitions hard to come by, sales conversion and the productivity of sales teams are paramount.

Market conditions are causing customers to evaluate their utility costs.  Volumes of inbound sales calls were rising, resulting in a higher than desired number of calls being abandoned, and missed sales opportunities.

With a static headcount, and adviser skillsets specific to inbound or outbound sales calls, resourcing was also a challenge.

  • Analysis of dialling strategies and interval sizing to explore solutions to reduce abandon rate on inbound lines
  • Proposal of a blended inbound and outbound strategy agreed and successfully trialled
  • Upskilling of all sales advisers equipping them to convert inbound and outbound sales opportunities
  • Transition of new blended call traffic strategy to BAU process
  • New telephony scripts developed

The utility sector is complex, tightly regulated and volatile. Competition is fierce, and new entrants are gaining momentum in this space.

With current market conditions making new acquisitions hard to come by, sales conversion and the productivity of sales teams are paramount.

Market conditions are causing customers to evaluate their utility costs.  Volumes of inbound sales calls were rising, resulting in a higher than desired number of calls being abandoned, and missed sales opportunities.

With a static headcount, and adviser skillsets specific to inbound or outbound sales calls, resourcing was also a challenge.

  • Analysis of dialling strategies and interval sizing to explore solutions to reduce abandon rate on inbound lines
  • Proposal of a blended inbound and outbound strategy agreed and successfully trialled
  • Upskilling of all sales advisers equipping them to convert inbound and outbound sales opportunities
  • Transition of new blended call traffic strategy to BAU process
  • New telephony scripts developed

OUR RESULTS

100%

sales agents upskilled

11%

reduction in calls abandoned

10%

increase in sales conversion

45%

over sales target

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