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Case Studies / Quality Monitoring

End-to-End Redesign of Sales Call Center Resulted in 300% Revenue Growth

Financial Services

Scope

  • A leading financial services company selected Northridge as its partner to transform its sales call center through improved recruiting, training, quality monitoring, workflow management, and performance metrics
  • Following industry best-practice standards of excellence, Northridge evaluated customer interactions in the contact center with the overall goal of coaching agents on sales effectiveness and driving overall business growth
  • Northridge conducted a Sales Center Redesign which included:
    • New and upgraded foundational processes to drive a consistent multi-channel strategy and customer experience
    • Creating a high-performance culture with customer-centric call handling processes, efficient workflow and solid performance metrics

Process

  • Northridge developed a strategic roadmap and led the implementation of initiatives prioritized by business impact and measured results, which included:
    • Redesigned the recruitment process and organizational structure
    • Well defined sales competencies and career paths
    • Newly developed robust staffing and capacity planning model
    • Newly designed training and quality monitoring programs
    • Focused development and performance management
    • Enhanced sales process and workflow management
    • Redesigned metrics to improve sales effectiveness

Results

  • Sales growth of 300% within 1 year of implementation
  • Increased loan/funding amount per customer
  • Increased digital lead acquisition
  • Increased sales agent productivity; 300% sales growth achieved with the same headcount
  • Improved sales agent morale; decreased voluntary attrition

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