Phone Works Inside Sales Assessment Gets Your Team Focused and Productive

Phone Works Engagement Managers follow a proven methodology to uncover strengths, weaknesses, and areas for improvement in your inside sales team. The Assessment project consists of 3 phases and typically takes just 3-14 weeks:

1. Situational Overview and Assessment
2. Development & Delivery of Findings, Recommendations and Implementation Plan
3. Implementation of Recommendations

The diagram below illustrates the timeline of the 3 phases and is followed by a brief description of each of the phases.

Figure 1.    Timeline for the 3 Phases of PhoneWorks Assessment Program

Phase 1: Situational Overview and Assessment, 1-2 Weeks

Working with your management team, key staff, and inside sales representatives and managers, we quickly identify your critical issues and establish specific objectives for the project.

We begin with a Situational Overview to determine your current situation and how your inside sales team compares with industry standard best practices. The Situational Overview is prepared through interviews conducted by a Phone Works Engagement Manager as well as observation of inside sales operations. It covers key topics such as company strategies, positioning, services, markets, sales goals and objectives, including performance to date, and perceived problems or areas for improvement.

Phase 2: Development and Delivery of Findings, Recommendations, Implementation Plan, 1-2 Weeks

After we complete Phase 1, Phone Works prepares the Findings and Recommendations Report and delivers an Implementation Plan to map out the programs required to improve your organization and meet your specific objectives. The Findings and Recommendations Report contains the following key components and details what is working and what needs improvement in 3 key areas along with critical success factors and additional resources needed:

1. Inside Sales Program and Strategy Assessment
2. Staff Assessment: Productivity and Effectiveness
3. Systems Assessment: Automated Tools, Measurement and Reporting

Inside Sales Program and Strategy Assessment

Phone Works reports not only on overall inside sales program and strategy issues but also on company strategies, positioning, products and markets, which are critical to the success of the group.   We cover:

• Current situation
• Sales strategy
• Sales objectives and goals
• Target markets and audiences
• Revenue and results compared to goal
• Integration with other sales channels
• Inside sales charter and objectives
• Organizational structure and headcount
• Job functions and descriptions
• Call model and metrics
• Marketing programs, processes, tools
• Compensation strategy
• Staffing profile and recruiting process
• Management profile and skills required

Staff Review: Productivity and Effectiveness

Phone Works identifies group strengths and areas for improvement in the inside sales organization. Our focus is on:

• Consistency and effectiveness of sales message
• Sales tools, script templates, reference materials
• Call productivity and quality
• Selling or qualifying time versus administrative time
• Product, sales, and systems skills evaluation
• Training programs, group training needs
• Resource requirements from technical support and administration
• Communication process with other departments, channels
• Work environment and equipment

Systems Review: Automated Tools, Measurement and Reporting

Phone Works evaluates your existing processes and make recommendations on the following:

• Tracking and reporting of all activity and results
• Performance standards required to achieve targets
• Lead quantities required to achieve quotas
• Lead and pipeline management
• Marketing sources to forecast to closure
• Lead to sales ratios, average order amount, average monthly sales
• Evaluation of current systems: software, telecommunications, FAX, and the Internet

Phase 3: Implementation of Recommendations, 1-12 Weeks

Once the Implementation Plan is delivered, Phone Works immediately delivers a proposal to implement the recommendations and gets to work on the approved projects. The length of time required for the implementation phase can vary greatly, based on your situation.

Call us at 510.749.9073