31%
Increase in Sales Within 30 Days
$160k
Increase in Annual Revenue
30%
New Hires Achieved Commission Threshold
Overview
The leading non-profit organization for dog breed, health,and training information and services needed to improve sales performance and profitability. They leveraged Insite’s contact center assessment and custom call center training solutions to achieve record-breaking sales.
Challenges
As the trusted non-profit authority for responsible dog owners, our client is the expert in dog breed,
health, and training information. They needed to add revenue-generating activities to their customer
service agents’ scope of duties but lacked a sales training program and facilitators with the expertise to upskill employees appropriately. With a sizable population of tenured agents, our client knew they needed to implement a training program capable of optimizing agent buy-in. They partnered with Insite for a custom training solution to resolve this training gap and ensure maximal skill adoption and utilization for significant ROI.
This is the best this process has ever been. I really appreciate the direction the team has taken to drive improvements and proactively get ahead of needs. The new process is much easier to follow and has made a meaningful difference.
- Scott T. | Head of Customer Care Operations
Solutions
Our experts performed a comprehensive evaluation including interviews, data analyses, process mapping,
benchmarking, and observation of both new and tenured agents handling top call drivers. We discovered
several key insights that indicated a dire need to transform their knowledge management system:
- Call Center Training Assessment:
Our training experts assessed the client’s existing training materials and processes to determine which skills needed to be introduced or further prioritized in their new custom sales curriculum. We identified a need for value-based sales training with an emphasis on our consultative sales call flow methodology. The 5-module curriculum focused on the skillset required to establish a meaningful relationship with customers, effectively communicate product benefits, and overcome objections to close the sale.
- Call Center Performance Management Toolkit:
We provided a custom Performance Management Toolkit and trained leaders on utilizing its 7 tools to ensure full integration of new skills into daily operations. These resources supported leadership in further developing and tracking agent sales performance outputs by enabling productive and effective communication and coaching sessions.
- Train-the-Trainer Certification & Facilitator Guide:
Through our Train-the-Trainer solution, our client’s training and supervisory teams were certified to facilitate our training in-house moving forward. Participants observed multiple training sessions facilitated by our experts, attended one-on-one training and feedback sessions, and were required to demonstrate content mastery before achieving formal certification. We developed a highly detailed Facilitator Guide to provide a comprehensive resource for reproducing the training content with the same effectiveness as when conducted by Insite’s training experts.
Results
Our custom call center Sales Training Program, Performance Management Toolkit, Train-the-Trainer certification, and Facilitator Guide empowered the client to increase sales of value-added products and achieve record-breaking sales performance. In addition to improved employee engagement and customer loyalty and satisfaction, our client saw significant increases in employee buy-in, sales activity, and profitability.
31% increase in agent sales within 30 days — achieved after completing only 20% of the training
$160K annual revenue growth within 60 days of training kickoff, with month-over-month sales up 27%
30% of new hires reached commission threshold within their first 30 days
- Record-breaking daily sales achieved within 60 days—and new benchmarks continue to be set regularly
Conclusion
This engagement showcases how Insite’s Sales Training and Enablement solutions equip contact centers to transform customer interactions into measurable revenue growth. By combining skill-based training, leadership coaching, and scalable in-house enablement, our programs deliver sustained performance improvements long after implementation.
If your team is ready to strengthen sales effectiveness and uncover new revenue potential, schedule a 15-minute discovery call with our experts to explore how Insite can help.
