2. Actions/Analysis that led
to Increase in Close Rate
by 8% and achieving
Additional Revenue for
meeting Client Quality
of Sales KPI’s
3. 3
Deep Dive & Leadership in to lost sales provided operations with key behaviors
to coach reps; Beefed staffing of top sellers during peak volume periods
Result - boosted close rates by +8%
Close Rate
IB Calls Point
of Sale
Sales Call
Flow/Quality
of Sale
Technician
Installation
Appointment
Billing Cycle
1st Bill
Customer
Care/Product
Support
Retention
Collections
Containment
Install Rate
Build Product Value
Disclose Pertinent Details
Set Proper Expectations
Work Order Accuracy
Agent Controllable
Improving Agent Controllable
• Overall Sales Close Rate +8%
• Quality of Sale KPI’s Bonus Met
• Increase in Sales Containment
Shift Top Sellers to
Peak Volume Intervals
Mon – Thu
4PM – 7PM
4. Examples using sales metrics
along with “What if” and
“Goal Seeking” methods to
help operationalize
increasing sales and driving
actionable next steps with
Operations
5. 5
Q4 Close Rate Increased by 1% Q4 (34%) vs Q3 (33%); however Region 3’s high
amount of call volume and poor performance negatively impacted sales by -3%
38% 28% 24% 10%
27%
32%
39%
48%
Region 3 Region 4 Region 1 Region 2
Call Mix Close Rate
Q4 Close Rate and Call Mix by Region
Region 3 Accounts for
the highest sales
volume and has the
lowest close rate
What if?
If we excluded Region 3 from
our Q4 Close Rate our score
would have been 37%.
Region 3 accounted for an
overall -3% impact to sales
*Assuming Target Close rate is 37%
6. 6
If Region 3 could increase it’s volume of sales entered by 30% Overall Close Rate
Goal would be met at 37%. Region 3 would also be performing at par vs other
regions*
Deep Dive in to Region 3
• Hold Focus groups with agents to
see what drives lower sales
• Monitor Region 3 sales calls for
controllable/non controllable factors
• Determine if issue could be agent,
customer or market driven
5% 10% 15% 20% 25% 30%
Region 3 Close Rate 28% 30% 31% 32% 34% 35%
Overall Close Rate 34% 35% 35% 36% 36% 37%
34%
37%
20%
22%
24%
26%
28%
30%
32%
34%
36%
38%
40%
Region 3 would need to improve by adding 30%
more sales or a 7% Lift in Regional Close Rate to
help achieve the Overall Close Rate Goal
Percent Improvement
*Assuming Target Close rate is 37%
