Client Result

How ROCK helped an online services provider reduce lateness and improve sales

Struggling to manage staff lateness, ServeCo* had seen morale drop significantly amongst their staff. Crucially, this was having a negative impact on individual performance with poor sales figures being the inevitable result.

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At a glance

  • Staff lateness reduced by 20%
  • Sales teams conversion rate improved by 41%

The situation

ServeCo sell various services to consumers via their website. Whilst these sales generated substantial revenue, the company were dependent upon an internal sales team upselling to customers that had purchased services online in order to maintain profitability.

Following three consecutive months wherein revenue generated from upgrades fell, ServeCo quizzed various members of their sales team in the hope of identifying the cause of this declining performance. Their investigations revealed that morale amongst the team was low as several of its members were regularly late and would take excessively long breaks. In spite of this, the company had, as far as employees were aware, made no attempt to address this issue.

As team leaders operating within the sales team were also required to call prospects, it was simply not possible for them to track all agents’ timekeeping. This created a considerable problem for ServeCo and led them to contact ROCK,  requesting that we find a tech-based solution to this pressing concern.

Recommendations

Outcome

Following the installation of the aforementioned access system, all staff hours, times of arrival and the amount of time they spent in various parts of the office were recorded. This, coupled with a bespoke admin centre designed by ROCK’s Innovation as a Service team, provided management with the information they needed to identify lateness and time-wasting: automatic alerts were sent to relevant stakeholders whenever a member of staff was late or failed to observe their contracted hours.

Following the company implementing disciplinary measures when required, staff morale improved considerably and, over the course of just six months, their sales team’s conversion rate improved by 41%.

Staff lateness concerning both start times and the end of breaks also fell by 20% within the first six months of ROCK having put this system in place.

*We value our clients and their right to a confidential consultation. While the name has been altered, the results are real.

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