VXI Global Solutions - Sales Outsourcing Provider of the Year
Company: VXI Global Solutions, Los Angeles, CA
Company Description: With more than 28,000 employees across 42 delivery centers, VXI Global Solutions is a leader in customer experience management. Established in 1998, the company delivers business services and technology solutions tailored for clients to deliver superior customer experience (CX). VXI has a diverse workforce working in centers in North and Latin America, Caribbean, Europe and Asia Pacific.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales Outsourcing Provider of the Year
Nomination Title: Sales and Culture Training Increases Revenue Per Agent, Per Transaction
Tell the story about what this nominated organization has achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Our Client, a subscription-based online retailer, connects brands with consumers through a subscription platform for physical goods. The company invests in several marketing channels that predominantly drive new customer acquisition, and leverages a massive network of 413 distribution centers to sell brands directly to end customers.
Given the heavy reliance on telesales efforts, the Company constantly strives to boost sales and improve the return on marketing investment. In 2011, after partnering with several contact center vendors, Client was seeking a vendor-partner that would improve their conversion rate, and meet sales projections, and ROI goals.
In 2011, VXI launched a pilot to field some incoming sales calls and the results were highly encouraging. VXI became the inbound telemarketing sales engine for the Client’s marketing organization, and began handling a blend of sales, customer care, and retention calls with deep-rooted focus on sales, growing to 200 dedicated brand ambassadors over time.
Initially, VXI consolidated Client’s process siloes spread across vendors, streamlined call flow and service procedures around revenue and CSAT drivers, and created/implemented a closed-loop feedback process, which immediately increased overall sales by 28% and CSAT by 10%.
By mid-2016, after notable success in the first 5 years business, it was time to perfect the operation, and consolidate VXI as the vendor-partner of choice. To achieve this transformational performance, we relied on a success mantra seeded in our operating ethos, “Passion for People”, focused on engagement, development and retention of our employees. We believe that the key to driving consistent and predictable business results lies in investing in our people. Given that, tactical investments were made and executed since July 2016, focusing on training and performance reinforcement including:
Tribal Welcome and Foster Program
Brand culture immersion was made a priority. For our Client, culture is all about creating a feeling of belongingness to make each member a “forever customer”. We accomplished this by having the would-be team supervisor participate in the new-hire classes and coaching sessions of his/her would-be team members. Further, they were taken through the experience journey of a customer (member).
Continuous Curriculum Development
Drawing from our past experience, the training programs were re-designed to incorporate a blend of sales-skills development and extensive brand/trust building. At the end of each training batch, a review of the program and a survey was conducted to gauge knowledge absorption, effectiveness and relevance of the curriculum.
VXI deployed a purpose-built simulated learning platform. Associates were exposed to real-life scenarios as they could navigate through client tools while experiencing call flow. This reduced “first call shock” and shortened the learning curve dramatically.1
Dynamic and Vigilant Coaching and Intervention Culture:
During live operations, non-performance triggered the performance improvement plan comprising:
-1.5 hours of one-on-one TL coaching
-One-on-one operations manager coaching session
-Training/QA coaching sessions
-Sales tips refresher
Continuous Supervisor and Trainer Development:
Team supervisors underwent continuous training, observation, and coaching sessions. Trainers went through a specialized onboarding program including weekly observation, feedback, and follow-thru cycles, and enrollment in Learning Enhancement and Development (LEAD) program.2
From July 2016 to July 2017, sales operations delivered stupendous results:
- 8% increase on Gross Conversion
- Additional 3% on Average Order Value
- Training through-put from 80% to 95%+
VXI team generated majority of the overall order revenue during the 12 month period starting July 2016:
- $27,328,090 in total order revenue, achieving the client’s stretch goals
- 30% additional revenue versus Client’s other Inbound Telemarketing (IBTM) vendors
- Average of 50% gross margin
Operationally, VXI outperformed the client’s other vendors on all KPI’s including: Gross Conversion, Revenue per Order, First Call Resolution, CSAT, and Customer Save retention Percentage during this 12 month period.
VXI ranks as the #1 IBTM vendor for the client, and is poised to win Client’s Vendor Cup for the third year in a row. 4
- 1Training Simulator
- 2Learning Enhancement and Development(LEAD)
- 3Program Results
- 4Vendor Cup