Global Financial Services Leader Boosts Sales and Call Quality Score by 172 Basis Points in 90 Day
Global Financial Services Leader experiences accelerated associate performance and improved quality scores by 172 basis points in just three months due to Super Associate implementation.
WHAT WE DO
Inside Sales
AI-Infused Onboarding + Training
INDUSTRY
Financial Services
RESULTS
+172 Basis Point Call Quality
Score Increase in 3 months
New Associates Reached
Compliance and Performance
Benchmarks in 90 Days
Lack of In-House Resources Hindered Rapid Launch of Inside Sales Team Needed to Support Expanding Programs
[SITUATION]
A multinational financial services corporation needed to quickly scale its inside sales team to support its expanding payment card programs but lacked the in-house resources to hire and onboard qualified talent that could rapidly adopt the high quality, compliance, and customer experience standards that define its brand. And any delay or dip in performance could depress customer satisfaction, lead to regulatory fines, and reduce time-to-revenue.
Traditional onboarding methods couldn’t accommodate the scale the client needed. Given our existing successful partnership, the client engaged MarketSource to rapidly expand its team and ensure new associates were fully prepared to drive results, meet regulations, and honor the brand from day one.
CHALLENGES
Urgent sales expansion needs
Lack of in-house scaling
+ training resources
Stringent compliance requirements
90 days
for new associates to reach compliance and performance benchmarks.
KEYS TO SUCCESS
Rapid scalability
Accelerated associate
time-to-performance
AI-powered onboarding
of compliant reps
Agility
AI-Fueled Onboarding Tool Enabled Rapid Deployment of Ready-to-Sell Inside Sales Team
[SOLUTION]
Our proprietary, AI-fueled onboarding platform, Super Associate, enabled rapid deployment of a ready-to-sell inside sales team. The machine learning, speech-guided platform that accelerates time-to- and optimizes in-call performance, delivers associates real-time keyword prompts as they engage with customers and maps conversations to the correct phase of the sales process.
Managers updated scripts real-time, ensuring messaging remained consistent and responsive to evolving business needs, stronger customer interactions, and tight alignment with brand standards. The result was seamless, real-time training and a coaching strategy that reduced downtime and ensured consistency across teams and geographies, at scale.
Real-World Results
+172 Basis Point Call Quality Score Increase in 3 months
New associates reached compliance and performance benchmarks in 90 days
The client’s call quality scores rose by 172-basis points, and new associates’ time to performance accelerated to reach targets, all within 90 days.