Hotlines Case Studies

With over 16 years' experience in telephone skills training, Hotlines UK has hundreds of case studies and customer references:

• A world renowned corporate law firm centralized their Human Resource function. Their priority was to promote synergy and consistent delivery of message through this team of HR advisors and specialists. We produced a two-part workshop to help them exceed target service levels when dealing with requests and advising management, employees and lawyers.
• A team of underwriters at a major insurance company was to move from a correspondence culture to a call centre model for dealing with brokers. Naturally the team was nervous about the change and some were quite reluctant. We created a one-day workshop to help the underwriters understand the new processes and to learn to have fun using the phone. The training was a great success and the team now enjoys building telephone relationships with the brokers.
• The broker desk team at one of Britain's best known banks needed to become more pro-active in telling independent financial advisors about their products and asking them to promote them to their clients. We built a one-day programme for the team which introduced them to 'gentle telephone selling skills.' They quickly developed the confidence to present their products over the phone resulting in a noticeable increase in quote requests from the IFAs.
• Telesales had peaked at the market leader for high value entertainment in pubs and clubs. To make matters worse, the team's manager was leaving. We wrote and delivered a two-day outbound telesales training that resulted in a 5% increase in confirmed sales in the same month! And we created a skill platform that kept the team motivated and focused on selling until the new telemarketing manager joined.
• Customer churn was a serious problem for an insurer selling on a free trial basis. Our one-day training program increased customer retention resulting in 16% of potential cancellations being saved.
• The billings and customer service of Britain's second largest telecoms company wanted its telesales team to upsell to inbound customers. Having been recruited as customer service staff, many of them were anti-selling. Our two-day training programme helped the telesales team to overcome its reluctance and embrace the culture change, seeing upselling as delivering even better value to their customers.
• A multi-national telephone equipment provider wanted to train its accounts staff to be more assertive when asking for payment on the phone. Our hugely successful two-day training programme equipped the telephone team to reduce overdue accounts without antagonising their customers.
• A mail-order furniture maker wanted to increase the finesse of its customer service team. We took them back to the basics of customer care, explaining the concepts of customer lifetime, moments of truth and service excellence.