HOW THE BRAVA SYSTEM IMPROVED ON SUCCESS

A Brava and Telecom case study

For Telecom Mobile, size and structure wasn't the problem. Tried and tested Sales Management systems were in place, staff were well trained and their product knowledge impressive. But was the company achieving the optimum sales results over all its channels?

Former Channel Training and Implementation Manager Bridgette Dalzell said that they didn't need someone to come and teach staff how to sell. "Brava offered the next step, the link that turned our skills and systems into sales."

It's a scenario that Blair Stevenson of Brava saw frequently. "Each person knew what to do, but were not motivated enough to do it" he said. "All the sales training in the world wouldn't make the difference. Motivation's the magic word."

The Brava Solution

With the endorsement of Trish Keith, General Manager Customer Service, the Brava Effective Leadership pilot was implemented within the Business Solutions Centre. This involved the typical Brava solution; evaluation of current people management systems, establishment of sales leadership processes, training of managers in leadership and employee motivation skills, implementation, and always, ongoing consultative support.

Trish Keith " The need for a motivation system was a big one in my channel because of its size, the sameness of the daily operation for the frontline reps, and also because of the size of our frontline teams ( up to 17 per team )."

Halfway through the first month of implementation they achieved target in half the time. Month 1 showed a 150% increase in mobile phone sales on the previous month, 200% the next month, and then 250%. In its first 3 months the Business Solutions Centre had sold more mobiles than in the previous 6 months. Within 6 months that number was trebled.

Trish Keith was delighted that sales had exceeded targets and that it hadn't been just a quick burst that subsided after the first impact. "The level of performance was maintained " she said, " and as a result the Brava system was being rolled out across all the Telecom Consumer contact centres."

A Major Success

Brava's Effective Leadership delivered a measurable and systematic approach to coaching, focussing on behaviours as the drivers of key business outputs. It proved to be a key tool in helping improve Telecom's Contact Centre culture and performance.

A success story? Trish Keith; "All in all this is one of the most successful rollouts we've had. The Brava concepts are simple, there is a system to follow, and it drives a very positive change in culture."