Enhanced Sales Performance for the only DTH Client of the Country

Industry:

Direct To Home (DTH)

Client Brief:

The first ever Direct To Home (DTH) service launched in Bangladesh, with an aim to win the hearts of millions with its commitment to quality services that will revolutionize the entertainment industry in the country. Enhancing TV viewing experience for people is the top most priority and through continuous technological innovation, backed by the solid customer support, TV viewing experience is redefined like never before.

The Challenges:

Selling out DHT product was the key area for our client to ensure more penetration in the market. However, with the initial selling approaches, our client was not getting the desired outcome. Hence, the client had advised all its relevant functions to plan for a higher penetration percentage by increasing sales. As a relevant function of customer service, we have been given the responsibility to increase sales at a significant level.

Result:

Due to overwhelming response from our client’s customers, sold unit jumped from 331 nos to 978 nos over 3 months’ time.

The Solution:

• Special sales focused training was arranged for both inbound and outbound team
• Role play, case study and quizzes were built in the training module
• Special audit for sales calls was introduced
• Maintaining Quality reports on hourly, daily, weekly, and monthly basis to track the performance
• Implementation of customized Upsell/Cross sell for revenue enhancement system

Benefits:

• 195% increase in product sale generated from inbound customer care
• Inbound customer care function has been considered as one of the significant revenue generating wing henceforth.

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