ASM Coaching

A Day in the Life

ASM Daily Responsibilities

Each ASM develops a customized shift plan that includes the following:

•Review re-occurring meetings for 1:1 coaching•Who they plan to monitor? What is the plan for coaching?

•Review any issues that need to be addressed with the team.

• Reporting OverviewoProduction Rep Summary-Any inconsistencies?

oCampaign Analysis- List penetration, eligible contact rate, etco Avaya Reports to monitor break and aux time

oCelebrate Successes! Look for metrics to recognize accomplishments.

ASM Daily Responsibilities (continued)

• Spend 5 minutes of every hour walking the floor or communicating with remote ISP’s (Inside Sale Professionals) to keep the team

engaged. • At the end of day, ASM’s will report back if they accomplished what

they planned on doing that day.

ASM Weekly Responsibilities

• Monday Morning Meetings- 30 minutes• Review prior weeks numbers• Discuss spiffs or any miscellaneous items of the week• Energize and excite the team for the week

• Friday Morning Meetings with Sales Director- 30-60 minutes• Discuss outcomes- Current Performance vs Primary Goal• Discuss any open items with Sales Director

• Friday Afternoon Trainings (as needed)• Industry Training• Sales Training• Product Training• Etc

ASM Weekly Responsibilities (continued)

• Coaching Time• Side by side with individual ISP’s, 1 hour per week per ISP.

• Invites on calendars

• Additional coaching for ISP’s who are in need.• This could be spontaneous based on ASM’s observations.

• Call Reviews• 1 call reviewed per ISP per week.

• Completed via cacti or live monitoring

ASM Monthly Responsibilities

• One on One ISP Meetings• The following action items would be discussed

• Performance vs Expectation

• Areas of concern or frustration

• Areas where additional training is needed

• Career aspirations/developmental growth

• ASM/Sale Director Meetings• 1 call reviewed per ISP per week.

• Completed via cacti or live monitoring

SMI - Home Page

SMI – Production Summary Report

SMI - Production Summary Report filter

SMI - Production Summary Report filtered by week

Group Aux Daily

1 2 53 64 7 8

Real Time Agent Report

Cacti – home page

Cacti – filter by date

Cacti – filter by rep

Cacti – searching for a call

Cacti – call evaluation screen monitor

Cacti – call evaluation

Cacti - call evaluation (continued)

How Does MMC Train SMEs?

• What is a SME?– Subject matter expert– Role is to support the sales team in a specific area of expertise

• Get the recruiting right!– Industry experience– Appropriate compensation

• MMC Training– General

• Client Training– Specific client resources– Website links– Client-side contacts– Process training

• Certification

Campaigns

• MMC’s cornerstone – 80/20– Multiple channels– Drives growth

• Propensity scoring– Includes sales history, receptivity to messaging, and buying potential

• Campaign Approach – Next Action Marketing– Develop a treatment plan for each segment, targeted by message and channel of

delivery– Have a very clear idea of what the next step is: Email? Direct Mail? Call?

Combination?

• How to maximize campaign efficiency– Clean data– You own the messaging– Ensure adequate volumes