On a three month pilot or annual basis, Massini Group will significantly increase telesales or telemarketing performance, efficiency and predictability via implementation of best practices in strategy, planning, targeting, operations, testing and vendor management.
Telesales / telemarketing environments generally have performance hurdles for straight forward, tangible reasons that fall into the following categories :
- the environment lacks the operational discipline necessary to apply scientific, statistical and mathematical methods to process optimization ;
- the skills associated with generating process reporting transparency and establishing performance causality are lacking ;
- supporting systems contain inherent deficiencies that impact operational best practices, process performance transparency or both.
The challenges are commonly interleafed, meaning that the lack of operational discipline makes structured scientific approaches to process improvement impossible. The lack of fact-based support drives a proliferation of quick fixes that commonly make matters worse. The constant stream of ineffective quick fixes saps resources from much needed and fundamental improvements to underlying systems. This cycle is repeated over and over again.
Following the previously delivered performance improvement plan, Massini Group breaks this cycle by :
- establishing the simplest possible level of operational discipline by partitioning the work into uniform, strategically stable, month long blocks of work with normalized targets ;
- modifying processing methodologies and operational parameters to bring them into alignment with best practices ;
- building the kind of reporting structures necessary to provide process transparency and support management of performance causality ;
- drawing on the previously supplied performance improvement plan, attacking each process deficiency in priority order ;
- utilizing sequential benchmarks to demonstrate to all constituents that the results are improving with each subsequent change ;
- winning over the hearts and minds of process participants and channeling the desire to make quick fixes into more lasting and fundamental changes ;
- driving longer term system improvements to support higher and higher levels of process performance ;
Massini Group is generally able to drive substantial measurable improvements within the first three months of implementation of the performance improvement plan. Further substantial improvements are generally made for the subsequent twelve months of the effort. Massini Group has been able to maintain best practices levels of performance for up to eight years and counting.