Mc Coy Call Center Improvement Program 8 6

Call Center Enhanced Sales Performance Program “ A sale is not something you pursue; it's what happens to you while you are immersed in serving your customer.” - unknown

Overview McCoy Enterprises Program Overview Assessment Team Leader Program Immersion Reinforcement Case Study Results 7/22/2011 McCoy Enterprises Proprietary

Improving clients ’ revenue and employee productivity since 2003 The three Principals have significant (over 100 years) experience in sales, customer service, training and leading teams in small to large corporate environments McCoy Enterprises develops customized training and reinforcement programs that deliver sustainable increased sales results and improved customer service McCoy Enterprises has conducted over 30 Call Center Sales Improvement Projects the past five years, achieving double digit sales improvement with all endeavors “ About Us” 7/22/2011 McCoy Enterprises Proprietary

Sample Call Center Client List 7/22/2011 McCoy Enterprises Proprietary

Why is McCoy Enterprises different? Other companies focus on incentive programs which provide short term improvement in sales We focus on establishing Customer Service Rep (CSR) behavioral changes to sustainably enhance sales results Educate (CSR) Reinforce (Team Leader) Reinforce Transition Measure Measure Measure Assessment 7/22/2011 McCoy Enterprises Proprietary

Program Overview McCoy Enterprises ’ Enhanced Sales Performance Program is a 4 step program designed to quickly and significantly improve customer sales results in a manner that is ongoing and sustainable. 7/22/2011 McCoy Enterprises Proprietary

The Program Assessment 7/22/2011 McCoy Enterprises Proprietary

Assessment Identify CSR challenge areas Uncover sales skill development areas Fact finding challenge areas Specific sales training focus Determine competitive knowledge level Identify team leader challenges Determine sales coaching development opportunities Calibrate observation/coaching strategies Sales coaching/feedback technique Representatives call performance expectations One-on-one coaching to the sales process procedure 7/22/2011 McCoy Enterprises Proprietary

The Program Team Leader “Boot Camp” 7/22/2011 McCoy Enterprises Proprietary

Team Leader “Boot Camp” An intensive one week program designed to give the team leaders the confidence, skills, strategies and tactics to not only maintain, but to grow the improved results. The program is a combination of training, discussion, group workshops, individual/one-on-one mentoring, role plays and call evaluation labs 7/22/2011 McCoy Enterprises Proprietary

Motivating for success Coaching to the sales process Modeling effective selling techniques Develop nine block grid Implement Communication Plan Jointly create Employee Development Plans Team Leader “Boot Camp” 7/22/2011 McCoy Enterprises Proprietary

Sales development plans for each of their CSRs Delivered sales coaching methodologies, including tips and tools, to enable team leaders to conduct McCoy Enterprises ’ style sales coaching with their representatives Calibrate the team leaders sales coaching efforts by using nine block grid and plus/delta tools Provide the team leaders and center manager with a Personal Action Plan that is measurable, achievable and time bound Improved management processes, skills and metrics to maximize quality selling efforts and offers Team Leader Transitional 7/22/2011 McCoy Enterprises Proprietary

Immersion The Program 7/22/2011 McCoy Enterprises Proprietary

Immersion Customized workshop designed to meet the specific identified challenges of the organization. Various teaching techniques are incorporated into the workshop, such as interactive exercises, role playing and case studies. Workshop curriculum including but not limited to: Value based transitioning The competitive advantages of the company Effective probing strategies Benefit selling Objection management Closing made easy 7/22/2011 McCoy Enterprises Proprietary

At the end of the workshop the CSRs will be able to: Sell more on every call Focus on strengths of your products and services while minimizing competitive disadvantages Probe in a broader and more effective way that uncovers customer needs and opportunities Improve your close ratios by… Focusing on customer benefits Use of newly acquired closing skills Recognizing closing signals Workshop Objectives 7/22/2011 McCoy Enterprises Proprietary

Reinforcement The Program 7/22/2011 McCoy Enterprises Proprietary

A coordinated reinforcement program involving McCoy Enterprises ’ sales coaches working closely with the CSRs over a period of time to ensure new skills and strategies are assimilated into the representative’s everyday work approach assuring sustainable improvement Reinforcement 7/22/2011 McCoy Enterprises Proprietary

Reinforcement Overview Intensive Coaching Program Calibration Mini-Workshops Sales Incentive Programs Building Block Approach – observations and coaching Week 1 – Side by Side Week 2 – Side by Side/Remote Week 3 – Remote Build on employee strengths and coach to improve developmental opportunities 7/22/2011 McCoy Enterprises Proprietary

Three McCoy Enterprises Sales Coaches worked with 35 CSRs (initial group) Completed 1,170 observations and coaching sessions Provided 9-Block Grid for every representative in the program identifying sales results and sales skills Completed reviews and development plans on every sales rep Reviewed and gained consensus with the team leader on each CSR ’s final review report 7/22/2011 McCoy Enterprises Proprietary Call Center – Fortune 10 Company Initial Project Final Results Sample Case Study

The Program Results 7/22/2011 McCoy Enterprises Proprietary WEEK REVENUES IMPROVEMENT Baseline VS. w/e $113,000 Week 1 $138,075 +22% Week 2 $205,550 +82% Week 3 $196,050 +73% Week 4 $170,300 +51% Avg. Revenue/ Week $177,500 +57%

Our teams improved month over month 35% and 41% versus 14% for the rest of the office 23% (8) of the CSRs above 200% within 60 days, 20% (7) above 100% and 20% (7) above 70. 95.1% of the CSRs indicated that the training and coaching had a positive impact on their performance The Program Results 7/22/2011 McCoy Enterprises Proprietary

Conclusions The vast majority of CSRs improved their selling skills The success of the program was attributed to a combination of training, coaching and positive reinforcement Team leaders are able to pick up when the McCoy Enterprises ’ team moves on by utilizing the transition plan which captured the representatives’ sales skills strengths and areas for improvement 7/18/2011 McCoy Enterprises Proprietary

The Program Sample Reports 7/22/2011 McCoy Enterprises Proprietary

Nine Block Grid A Nine Block Grid is developed by the team leader and McCoy Enterprises coach for every CSR in the program identifying sales skills and historic sales results The sales skills axis plots the reps sales skills Low – Using your own way Medium – Using some of the skills High – uses all sales skills effectively The sales results axis plots the reps actual sales results Low – Bottom 20% of group Medium – Middle 60% of group High – Top 20% of group Additional nine block grids are completed by the McCoy Enterprises coach after week 1, week 2 and Week 3 based on observations, coaching and actual sales results to track progress of skill use and sales increases 7/22/2011 McCoy Enterprises Proprietary

H M L L M H Sales Skills Name: Nine Block Grid 20% 60% 20% 7/22/2011 McCoy Enterprises Proprietary Sales Results Opportunity Skill Development Decide Wanna ’ Be’s Show Me Good For Me Top Notch My Way Missed Opportunity

H M L L M H Sales Skills Name: Nine Block Grid 20% 60% 20% Jane Doe Initial Week 3 Week 1 Week 2 7/22/2011 McCoy Enterprises Proprietary Sales Results

Sample Final Team Member Report 7/22/2011

Mc Coy Call Center Improvement Program 8 6

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