Not every 1-on-1 is coaching – If skills didn’t improve, no coaching happened. An impactful coaching culture drives skills and competency and is a key driver of positive change, customer loyalty, and predictable revenue.
1000s of random customer interactions hoping for a great outcome, seldom drives customer loyalty. It is a carefully mapped strategy built from the customer’s perspective.
There are 1000s of sales training courses out there. Our system is not a 2-day offsite, a binder and a handshake. It is a new-normal where the expectation of “more sales” excites people and is sustainable.
The Discipline of Change. Simplified.
Switchgear Systems are:
- RIGOROUS: A 6-9 month process turned into actionable steps.
- ACCOUNTABLE: Everyone is accountable to deliver, each step of the way.
- CUSTOMIZED: We learn your business, and we build trust with your team.
- SUSTAINABLE: We have a deadline to leave. Your team will confidently charge ahead.
Why do you need a Rigorous System?
Clients have told us…
- “Our performance was like a toilet-seat, up-down-up… NOW we know why.”
- “We could never get consistent performance from team to team or month after month.”
- “We knew what to measure but not how to help employees improve.”
- “We are tired of the next ‘flavour-of-the-month’ project.”
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“From the first day that we were exposed to the energy and expertise that SwitchGear brought to our site, we knew we had made the right decision. They completely customized the program to suit the call types that we handled, and consistently went well beyond our expectations.”
Kevin Marchment | Senior Manager - Operations, HGS
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“As a site with a team of 130, we went from 68% to 102% of targets in less than 6 months! Most of the team did not think that was possible – thought they had to choose service or sales but couldn’t do both and never understood that you have to repeat the right process and techniques until you get it right and THEN you get the results! It was a real wow for the entire team.”
Ivett Castillo | Customer Experience Leader - TELUS International
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“We witnessed real success stories from your coaching program. We saw a significant and positive trend reversal in AHT, we improved our year over year ASA, and we improved to a 98.8% accuracy rate while achieving revenue growth and reducing costs.”
Dean Turchiaro | Director - Field Effectiveness, Ceridian Canada Ltd.
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“SwitchGear got us these year over year results: sales revenues increased over 12%, customer satisfaction scores improved from 55% to 70%, with a 13% improvement in employee SAT. “Their energy level was infectious and they were always ready with unique ideas that engaged us in solution sales.”
Ravi Nayak | Sales Manager - The Loyalty Group, AIR MILES
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“SwitchGear enabled us to move faster through our projects to deliver a quality product. Many of the initiatives were high pressure and the SG team stayed focused keeping all the moving pieces under control. We could count on them to deliver on time and on budget – and would consider them again without hesitation!”
Erica Leus | Manager - Consumer Relationships Nestlé Canada