Through excellent change management and by asking the employees where they wished to take the company, Yasar was able to implement Plecto in 2018.
“The whiteboard was like a mini version of Plecto, but once I had the full buy-in from the employees, there was no question that we should turn to Plecto to improve the performance culture with advanced features, gamification, automation, and a complete (sales) overview.”
Animal Protection Denmark started with Plecto by customizing simple dashboards with the Enreach integration to showcase call statistics, campaigns, and average contribution. Yasar wanted to make sure that Plecto was applied to the full, and sought personal support by choosing the Large package.
Since implementing Plecto, agents have requested more insights, prompting Animal Protection to gear up their Plecto setup. What started as a simple dashboard has now become a tool used to visualize the whole sales process as well as support KPIs such as cross-sales, upsales, newsletter statistics, and many more.
Results: Improvement in the most important KPIs
Before Plecto, the telemarketing team employed six agents and one team manager; now, they have 25 employees and three team managers. The organization has improved various KPIs and, as Yasar says, Plecto has played no small role in this significant progress.
“The past years, we’ve done a lot of things to improve the team atmosphere and performance. Using Plecto to make data and insights available to all employees, has, without doubt, supported this. Our hit rate has increased from 7.95% to 10%; this means a 25% improvement over two years.”
But the hit rate is not the only KPI Animal Protection has managed to positively affect since implementing Plecto.
“The average contribution has increased by 20%. The increase in the contribution has happened on the grounds of improved employee motivation," Yassar says. "It’s very simple–once you showcase performance and show trust in your team, all employees are motivated and take responsibility to reach higher goals.”
The results Yasar and the rest of the team in Animal Protection Denmark have created show a team can reach big goals when its members work together in an environment built on trust and transparency.
“The results of implementing Plecto have been remarkable," Yasar says. "The employees take ownership and responsibility of the company’s key results, continuously asking to get more insights into more data.
"Implementing Plecto has created an atmosphere where we share our personal knowledge with each other. Visualizing performance makes for a great conversation about how we can get better together.”
"In 2017, gamification and visualization was something completely unknown to the team. Now it has become a ground foundation and a tool that no one in the company can live without."
Yasar Mehmood
Head of Telemarketing, Animal Protection Denmark
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Here are your quick links to the resources of Animal Protection Denmark's winning formula:
Start skyrocketing your sales team's performance | Plecto
Elevate the performance of your customer service team with dashboard visualization | Plecto
*Disclaimer:
We are committed to data privacy. All dashboard images in this blog post have been provided by our customer, Animal Protection Denmark. Names, identification photos, and some data have been altered for security. Plecto does not access customer dashboards without written consent.