Sales programs measured on conversion quality, not call volume.
Inbound service-to-sales and outbound cold and warm outreach. Consultative framework, QA calibrated to sales behaviors, and incentives structured around conversion quality.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.
The full scope of the program we run for you.
Sales programs use a consultative selling framework with structured funnel stages. QA scorecards are calibrated to sales behaviors, not service behaviors. Agent incentives reward conversion quality, with clawbacks on cancellations and fraud.
- Inbound service-to-sales conversion
- Outbound cold and warm outreach
- Methodology: discovery, needs analysis, solution alignment, objection handling, close
- Historical conversion range: 24% to 38% depending on product complexity and intent
- Incentives: up to 30% variable compensation. Minimum 80% of target required to unlock. Accelerators above 110%.
- Industries served: financial services, healthcare, business services, real estate, retail
How it played out for one of our clients.
Specialty healthcare and financial services.
Mark Medical: bilingual outbound patient engagement and appointment setting. Score Capital: cold outbound sales with script development and conversion coaching.
Mark Medical: marketing team pulled into call handling with flat conversion results. Score Capital: prospects dropping off in the first 30 seconds before hearing the pitch.
Mark Medical (2024): conversion rate 36% to 62%. Monthly appointments 25 to 79, up 68%. $83,520 annual savings. Score Capital (2 months): calls past 30s +17%. Overall conversion +19%. Conversion per rep +9%.
Additional reference (inbound): SPDD program sustains a 26-32% conversion target range.
Built to clear enterprise security review.
Outbound sales carries specific regulatory obligations. We take those seriously because violations are expensive and brand-damaging.
- TCPA and Do-Not-Call list scrubbing before every outbound campaign
- Prior express written consent verified and logged
- Call recording with retention policies aligned to client requirements
- Speech analytics available for compliance monitoring and coaching identification
- Violations trigger escalation and corrective action within 24 hours
- Agent training on compliant objection handling and close techniques
Every agent sits inside a layered management structure.
These supervisor-to-agent ratios apply to every program of this type. For smaller accounts the support functions are shared resources; at sufficient scale they become dedicated to the account.
- 01Team Leader1 : 15
Day-to-day coaching, adherence monitoring, real-time floor support
- 02QA Analyst1 : 40
Flexes to 1:15 for intensive programs. Minimum 4 evaluations per agent per month.
- 03Trainer1 : 15
During ramp. Steady state runs at 1:60. Refreshers, policy rollouts, re-certification.
- 04Real-Time Analyst1 : 60
Queue monitoring, intraday adjustments, adherence alerts.
- 05Service ManagerAlways
Fractional included. Dedicated available at sufficient scale.
Visibility every day, not just at month-end.
Five cadences, five different audiences. Operations leaders see the floor in real time. Stakeholders see the program. Executives see the trend. The same data feeds all five views — just at the right level for each audience.
AHT, service level, abandonment, volume, conversion. Delivered every 1-2 hours plus EOD summary.
QA scores, conversion, attendance, adherence, open action items.
One-page performance scorecard with risk flags and action plan.
Prior month results, QA trends, action plans for next cycle.
Trend analysis, strategic alignment, capacity planning, roadmap.
Six phases. Three that decide whether the program works.
Every new program runs through the same six-phase model. Three highlights that matter most at program start:
~40-45 hours of classroom training delivered in one week, trainer-to-agent ratio 1:15
1-2 weeks of supervised nesting with go/no-go gate before full queue release
DMAIC root-cause analysis activated from Day 1 of pilot launch
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
Base rate plus up to 30% variable compensation. Eligibility requires hitting 80%+ of target. Accelerators kick in above 110%. Clawbacks apply on cancellations and fraud.
Conversion that compounds with coaching, not attrition.
Tell us your product, target conversion rate, and current performance baseline. We will come back with a staffing plan, a pilot scope, and a projected ramp curve.