In the last post we read about “Telesales Tammy”, the superstar of the department. People used to joke that her dialling finger.
But the person who worked across from her was a little worried about Tammy. Even though Tammy’s call out numbers was high, her effort seemed unstable. On some days she was positive and happy. On other days she was grumpy with her co-workers and even short with her customers. Sometimes, people asked each other in whispers whether it was “happy Tammy” or “angry Tammy” working today.
Why was Tammy coming across as unstable? She was one of the most diligent workers around and her closing record was just as high as everyone else’s. Her manager became concerned, called his lead generation mentor and asked what the problem was. After some probing questions, the mentor who we’ll call “Suzie W.” knew what was wrong right away.
Her closing ratio was the same as everyone else. The problem was not in Tammy’s efforts but in everyone else’s efforts! You see, Tammy was achieving and exceeding the benchmarks each day and she had a closing ratio of 1% to 2%, which meant that of her 50 calls, she could turn 2 to 4 people into leads.
Look out for part #3
If you missed part #1 you can read it here:
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