Talentsy Case

[ashammi228]

Content
Client
Problem
UIS products used
Result

The case was provided by Anna Malikova, analyst at Planeta Tvorchestva LLC



Training is in fashion today. Various courses, telegram australia especially with famous teachers, gather huge audiences (online courses are virtual audiences). It would seem that bright names of masters on landing pages are enough to achieve success. But, as you know, nothing is sold without a sales manager, and the prosaic work of the sales department, effectively and competently built, is important in any field.



We will tell you how an online educational platform, having connected UIS telephony, discovered the shortcomings of the sales department, changed the principle of its work and reduced the number of lost calls by 11.3% .

Client

Talentsy (OOO Planeta Tvorchestva) is a platform of online educational courses in creative specialties. It has been present on the market since 2017. Upon completion of the most serious, professional courses, the client receives a new specialty (for example, a diploma work on creating one's own fashion brand is a ready-made clothing line). There are also various hobby courses: knitting scarves, creating jewelry, painting on fabric, etc.

Among the most popular courses are:

Creating your own clothing line (course by Regina Listopad)
Profession "Eyelash and Eyebrow Specialist" (Olga Bestrichan's course)
Vocals (course by Marina Polteva)


Problem
It was unclear how the sales department handled the call flow - how many were accepted, how many were lost, how the incoming and outgoing flows were related, and how many incoming calls were targeted.
Calls were scattered chaotically throughout the sales department, answered by random employees and easily lost.
There were no tools to monitor managers' compliance with sales scripts.
There was a lack of a clear chart of how deals progress through the stages of the sales funnel.
UIS products used

Telephony

Statistics and reports

Call Distribution Scenarios

Call recording

Integration with amoCRM
Result
1. There are transparent statistics on calls. The total number of incoming and outgoing calls is tracked, as well as their duration (calls lasting 15 seconds or more are considered targeted).

2. Calls are distributed among employees. When a client calls who has already contacted a certain manager before, his call is sent to the same manager again (the "Personal Manager" function):

A call from a new client is forwarded to all available employees at once.
If necessary, IP telephony scenarios can be easily reconfigured.
3. It has become easy to control employees. All calls for one deal are stored in amoCRM in the cell of this deal. Also in the CRM interface, the manager listens to recorded conversations and monitors whether employees comply with sales scripts.

4. Now you can analyze sales correctly. When a manager receives an incoming call, he puts it at a certain stage of concluding a deal in amoCRM. Depending on the course of communication with the client, the deal goes to the next stages. Thanks to this, a clear conversion chart is built in the CRM.

We restructured the department, and it was discovered that when outgoing calls to clients increased, the number of lost incoming calls increased significantly. This was bad news, since a client who called on their own was in most cases more interested in purchasing a course. It became clear that there simply weren't enough human resources to do the job properly.

We decided to correct the situation in the following way:

now, at least 1 manager must be “open” to incoming calls at any time;
decided to increase the staff.
Following these changes, the number of lost incoming calls decreased by 11.3%.