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InfoCision Mystery Envelope Contest


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InfoCision Mystery Envelope Contest

  1. 1. InfoCision’s Mystery Envelope Sales Contest Presented by Matt Feltrup July 28, 2011
  2. 2. Background Info <ul><li>Contest took place in a single </li></ul><ul><li>InfoCision call center with a monthly </li></ul><ul><li>“ fun” budget of about $250 per month </li></ul><ul><li>Call center makes outbound B2B sales calls for bundled media serves providers. </li></ul>
  3. 3. <ul><li>Increase agent talk time and encourage them to be more efficient in follow-up. </li></ul><ul><li>Increase total number of B2B sales overall in the call center. </li></ul><ul><li>Increase productivity in the call center and ROI for the clients. </li></ul>Contest Goals
  4. 4. Parameters <ul><li>Very Simple – envelopes filled with written description of the gift and hung on walls throughout call center. Envelopes wrapped in leftover wrapping paper from various holidays to add panache. </li></ul><ul><li>For every three completed sales an agent makes, they pick an envelope off the wall. </li></ul><ul><li>Once a day employees read their gift in front of the entire center. </li></ul>
  5. 5. Prizes <ul><li>Grand prize winner got their groceries paid for AND bought by the Call Center Manager. </li></ul><ul><li>Secondary prizes were 20 $5 gift cards to Subway, WalMart, etc. </li></ul><ul><li>Other prizes included coupons from Groupon or clipped from Sunday paper and jeans day passes. </li></ul><ul><li>A few prizes were more like “white elephant” Christmas gifts. </li></ul>
  6. 6. Originality <ul><li>Idea for contest was generated internally by the Call Center Manager – based on knowing her staff would have fun with this. </li></ul><ul><li>The really original part of the contest is the simplicity – and relying on the competitive spirit of the sales agents. </li></ul>
  7. 7. Hype <ul><li>Small printed signs hung in call center promoting contest and providing motivation </li></ul><ul><li>Twice a day during the center’s announcements, supervisors noted who had opened the most envelopes and encouraged agents to keep pushing. </li></ul><ul><li>Many of the agents would talk smack about who was going to get a certain envelope and push for the sales to get it. – grassroots hype. </li></ul>
  8. 8. Effectiveness <ul><li>Average talk-time for the call center increased by about 5% in the three weeks the contest ran. </li></ul><ul><li>In that time our B2B sales in the room increased by 25% </li></ul><ul><li>One client program in particular achieved 180% of its goal for sales revenue during the month. Because of that performance, InfoCision secured 100% of the work </li></ul><ul><li>Since the contest ran, sales numbers have remained at that level – showing agents what they were capable of. </li></ul>
  9. 9. Reach <ul><li>Contest probably favored top performers, but any agent that pushed for more sales </li></ul><ul><li>Contest was equally about performance as it was dedication and effort. </li></ul>
  10. 10. InfoCision’s Mystery Envelope Sales Contest Presented by Matt Feltrup July 28, 2011