Results

Results over rhetoric.

Every engagement is judged by one standard: did the number move? Here is what that looks like in practice.

Case studies

Banking & Financial Services

Inbound Banking Customer Services Centre Wakes Up to Sales

The challenge: A large inbound customer-services centre was handling calls but not selling. Upsell, cross-sell and lead-generation opportunities across upgrades, card swops, value-adds, cheque accounts, credit cards, credit life, VAF and overdrafts were being missed every day.

What we did

Developed customised sales processes
Developed objection and closing material for all campaigns and products
Delivered 3 days of sales training with the agents
Delivered sales coaching training for the team leaders and QA technicians

The numbers

Average monthly leads and sales grew from approximately 2,500 before the intervention to approximately 37,000 per month across the site
More than 80% of customer-service agents earned commission for the first time
The highest sales made by an agent in a day rose from 19 to 69
The customer-services centre had a record-breaking year and its best financial year in the history of the business, while maintaining excellent service levels and meeting all customer-service KPIs

Short-Term Insurance

In-House Short-Term Insurance Sales Turnaround

The challenge: An outbound short-term insurance team needed to increase sales and quote-to-sale ratios — the bottom line — across motor and householders' insurance, bolt-on products and VAF.

What we did

Developed a customised short-term sales process for motor and householders' insurance, bolt-on products and VAF
Developed call guides and sales packs
Developed call evaluation templates
Delivered 5 days of sales training with the agents
Delivered sales coaching and SCFP training for team leaders and QA technicians
Used the Why Guess online evaluation platform

The numbers

Sales increased from a daily average of 1.7 per agent to a sustainable 4.2 sales per day
Quote-to-sale ratios improved by 245%
The not-taken-up and cancellation ratio reduced by 14% in the first six-month period
The call centre went on to have its best financial year in the history of the business

Cellular & Telecommunications

Cellular Outbound Sales Contact Centre: Scale and Sustain

The challenge: A large cellular outbound operation needed to lift sales and quote-to-sale ratios across all campaign variations — and then sustain the new levels.

What we did

Developed customised cellular sales processes across all cellular campaigns
Developed call guides and sales packs for the campaign variations
Rolled out call evaluation templates across the site
Delivered 5 days of sales training with agents, team leaders and QA technicians
Delivered sales coaching training for the team leaders and QA technicians

The numbers

Average monthly leads and sales grew from approximately 2,500 before the intervention to approximately 37,000 per month across the site
The new levels of selling were sustained for the full 18 months of measurement
The site grew to 240 seats and took on an additional 12 outsourced franchise models
We were then contracted to train the outsourced models on behalf of the cellular company, and saw similar results across all 12 sites
The call centre experienced its best financial year in the year that we trained

In their words

"I must say the Super Charged training is the best training I have ever had. If anybody wants to be in sales, I would say go for it, go to Super Charged. It's worth it!"

Busi Mhlambi

Outbound Sales Agent · 1Life Direct

"Since we had Super Charged training in the Edgars Call Centre, we have had unbelievable results. When we set up training we were advised that the Edgars Home Loans Call Centre was about to be closed, and we were very desperate to save agents' jobs and had very little time allocated to us. In the first week's training there were already positive results. The campaigns are now successful and agents are very enthusiastic to sell. What a change! It is such a pleasure to work with a team trained by Super Charged."

Prudence Mathebula

Relationship Manager · FNB Personal Banking Direct Sales

"As a Quality Assurance Technician, my duties have been simplified since the introduction of the Super Charged training and the quality of our calls has improved drastically as well. Super Charged Sales Training is the therapy needed for all the syndromes within any call centre environment. Thank you!"

Thokozane Nkabinde

QA Technician · Life Outbound Team (PFS)

"A life-changing experience. I would recommend this course to anybody in the sales profession. Thanks Claire, you rock!"

Anneke Maistry

Standard Bank

"This type of training should be implemented at least once a year for all staff. It is truly helpful."

Letticia Fakude

Call Centre Consultant · Standard Bank

"Overall excellent and exciting initiative. Contributed highly towards my views on communication and customer service."

Bongani Masesane

SA Taxi

"The session has been an eye-opener. It has not only equipped me with sales tools, techniques and skills, but it has also equipped me with life lessons. I'm so grateful for Super Charged!"

Nontobeko Khumalo

Call Centre Consultant

"This training puts things into perspective. It gave a structured and winning mentality in the course as a sales consultant. It should be experienced by more, and not just a selected few."

Lebogang Ledwaba

Call Centre Consultant

"I enjoyed everything. I learnt valuable lessons about life too. Sales is not impossible after all! It was wonderful!"

Leah Maherry

FNB Direct

"I loved and enjoyed the training. I would like to thank Super Charged for everything. Keep on changing people's lives."

Selinah Nyimani

Metropolitan Life

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