Teleperformance (EMEA) sales team achieved $25,000,000 in net new proposals from LinkedIn conversations and insights in less than 90 days.

#teleperformance

ABOUT TELEPERFORMANCE

A worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

The Teleperformance team is made up of 223,000 passionate people working in 350 sites providing outstanding customer experience from 76 countries in 265 different languages and dialects.

WHO IS THE TELEPERFORMANCE TARGET AUDIENCE?

Teleperformance is the ultimate example of account-based sales development. The team has a global target of +700 multi-national, enterprise accounts – from banking, insurance, airlines, etc.

WHAT SALES CHALLENGES DID TELEPERFORMANCE FACE?

  • Sales cycles are +18 months, and every customer conversation typically centers around displacing an incumbent. Teleperformance is in the ultimate value-driven, relationship selling environment.
  • Account-based sales and marketing best practices were at the forefront of internal executive conversations. How can they leverage their highly contextualized sales plays (per global account), and share these insights with customers to push them off their status quo?
  • Global purchase of LinkedIn Sales Navigator gave the team basic platform-proficiency using the free LinkedIn training, but didn’t help the sales and marketing team create a centralized “process-centric” series of digital sales plays.
  • The sales team experiences a high percentage of RFP sales situations. How can the team establish earlier relationships to help shape the RFP in their favor?
  • How could they influence customers with their multi-national sales and marketing engine that can influence them in multiple countries?
  • How can they be an “air traffic control” for global deals? How can a team of sellers leverage centralized content to shape a consistent customer experience?

How Was Success Measured?

Program success was evaluated through Sales for Life’s measurement framework, grounded on the Kirkpatrick Evaluation Model, as the industry best-practice.
While much of social selling enablement is focused strictly on training, Sales for Life’s model is built around knowledge transfer and application. This is ultimately tied to sales results and ROI. It was through this approach that Sprint was able to correlate actual sales results through application of learning.

WHAT’S NEXT FOR TELEPERFORMANCE?

Happy with the results, Teleperformance is now entering into a reinforcement phase with Sales for Life to ensure knowledge is retained and continuously applied. With behavior change as the core driving principle, Sales for Life continues to support all sales professionals to ensure they’re ahead of the learning curves.

“If had not been for our Social Selling outreach (through key account planning), this opportunity would have been completely overlooked. Our own customer was considering another solution for their adjacent business unit.”

Zach Sherman

Customer Success Support & Account Development Enterprise ++ Majors

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