CLIENT		DIRECTV El Segundo, CA
PROJECT FOCUS		To improve the sales coaching skills of the sales managers and sales supervisors who work in the outsourced call center partners of DIRECTV
OVERVIEW		Each day, DIRECTV subscribers enjoy access to over 250 channels of 100% digital picture and sound, exclusive programming, and the most comprehensive collection of sports programming available anywhere, including NFL SUNDAY TICKET™ and MLB EXTRA INNINGS®. DIRECTV is in a very competitive industry and wants to maximize every single call that comes into its’ outsourced business partners’ call centers. As a result, DIRECTV partnered with The Next Level to achieve even greater alignment at all levels of sales leadership in the way that every member of the sales team was coached and managed. The Next Level introduced a sales coaching system that focused on: One on one goal setting meetings Conducting pre-shift sales huddles Performance coaching and delivering feedback
OBJECTIVES		The primary objective of the project was to work with DIRECTV’s outsourced call center partners’ vice presidents of operations, sales managers, and sales supervisors. We delivered a consistent sales coaching process that is aligned with DIRECTV’s vision, priorities, and goals. The second objective of the project was to further develop a sales culture within each call center partner that holds every member of the sales team accountable for maximizing every single call that comes into DIRECTV. After the instructor led training portion of the project, The Next Level initiated a 3-month follow-up plan to monitor, coach, and reinforce execution of the sales coaching process.
RESULTS		In the first three months of execution on the project the results were. Conversion rate increased by 13% Sales per hour increased by 12% Absenteeism was reduced by 75% Attrition was reduced by 85% The rate of gathering customer e-mail addresses tripled improving the overall customer experience

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