OUR
SERVICES.
We offer an all-in-one solution which included recruitment, training and coaching. With A-team players you can be assured of A-team results.
WHAT WE DO
Taylor made training and coaching solutions for Frontline Sales and the Call Centre industry.
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Recruitment of highly skilled and experienced sales and call centre agents, team leaders and managers.
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Continuous improvement and monitoring of skills through online reinforcement programs
Apply Industry BEST PRACTICE with a view to positively impacting the sales results …
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Create a Project Plan with a minimum of 12 months to measure impact and outcomes
RECRUITMENT
The selection of the right people for your sales team remains one of the biggest challenges for all sales leaders and arguably one of the areas that does not receive enough attention.
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At Ukwazi solutions we have a selection philosophy that looks at the level of performance of each person, we then categorize everyone that we select. If they are not in the top 25% within their companies – we do not screen them.
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Our ideology with regards to selection is very simple. You need A-team players to get A-team results. Therefore, we go out of our way to find the very best sales leaders in South Africa. This can be juniors, mid-level employees or persons at senior executive levels.
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…because the right people in your team will give you the right results!
TRAINING
The endless art of training is another key pillar in the performance improvement strategy that Ukwazi Solutions follows.
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We believe that exceptional training leads to skills transfer and therefore leads to applied knowledge and applied technique, after training. We pride ourselves in the fact that we do not believe that training ends in the classroom. Our strategy with regards to transferring skills into businesses, has to do with - on the job training, on the job applications and on the job processes that we focus on - because that’s really where the training takes place.
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It’s important to note that all Ukwazi trainers have a minimum of 10 000 hours of training experience. This makes our trainers, specialists, so that every group we train receives a specialist trainer. This gives us an edge and differentiates us from our competitors.
COACHING
Coaching is fast becoming one of the most critical skills and functions of any manager. In today’s economy and world, it is imperative that you are able to, up-skill and coach people from various different skill sets and backgrounds.
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We specialise in making sure that the management team (in particular) have the required coaching abilities to direct and change behaviours and more importantly - performance. The vehicle we use is coaching, especially by creating coaching tools for companies.
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What makes us different, is that we walk with the company for a minimum of 12 months to ensure that the tools and processes are embedded in the business. We do not condone classroom training, for a couple of days and then walking away. We believe that we need to become, part and parcel of the business. So, in our coaching programs, we journey with our clients to make sure that the skills are efficiently embedded before we hand over.
PROCESS
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two
three
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five
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1. EVALUATE SAMPLE
OF CALLS
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Desktop review & feedback
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Best practice checklist
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Remote
2. REVIEW & UPDATE SALES / PRODUCT SCRIPTS
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MS application
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Best practice template
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Remote
3. COMMUNICATE CHANGES TO SALES / PRODUCT SCRIPTS
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PowerPoint
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Updated script/s
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On-site or via TEAMS / ZOOM
4. DEVELOP / UPDATE FIT FOR PURPOSE AGENT TRAINING CONTENT
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PowerPoint
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Pre-populated content
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Remote
5. DEVELOP AGENT TRAINING STRATEGY AND PLAN / SCHEDULE
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PowerPoint / Excel
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Remote
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seven
eight
nine
ten
10
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6. EXECUTE AGENT TRAINING
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Pre-recorded training
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Customized e-learning platform
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Self-paced
7. DEVELOP / UPDATE TEAM LEAD TRAINING CONTENT
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PowerPoint
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Pre-populated content
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Remote
8. DEVELOP TEAM LEAD COACHING / TRAINING STRATEGY & PLAN / SCHEDULE
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PowerPoint / Excel
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Remote
9. EXECUTE TEAM LEAD COACHING / TRAINING
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PowerPoint
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Combination of on-site and TEAMS / ZOOM sessions
10. MONITOR ONGOING PERFORMANCE
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Training skills report
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Performance dashboard
CALL CENTRE OPTIMIZATION SERVICES & COMPONENTS
REVIEW SALES STRATEGY
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1.Review Sales Strategy
2.Analyze against best practice
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Review Existing Sales Strategy
Develop Best Practice Sales Strategy
Timeline view of existing sales strategy
vs
Future sales strategy incorporating best practices
2
​REVIEW MARKETING & LEAD STRATEGY
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1.Review Marketing & Lead Strategy
2.Analyze against performance
Review Existing Marketing &
Lead Strategy
Develop Best Practice Marketing
& Lead Strategy
12 month view of Sales & Marketing touch points
vs
Best Practices view for next
12 months in terms of increasing customer
touch-points and improving sales performance
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RECRUIT THE "A" TEAM
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1.Recruit Senior Management
2.Recruit Agents
Recruit Senior Management
Recruit Agents
Recruitment of top 20%
sales agents
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Recruitment of team leaders
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Recruitment of call centre managers
GUARANTEED RESULTS
Our service delivery approach is niche!
Our confidence in a positive impact on your sales and revenue results allows us to guarantee our quality by offering a tracked performance measurement milestone payment option as part of our standard consulting fee package on projects with a minimum duration of 12 months. The first performance measurement payment should start at 4 months.
4
TRAIN FOR SALES PERFORMANCE IMPROVEMENT
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1.Call Centre industry
2.Inbound and Outbound
Call Centre Industry
Inbound and Outbound
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Sales Master Class on non advice sales process
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Sales Master Class on financial advice model
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Review & Redesign of sales scripts
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Review & Personalization of Sales Coaching tools & Sales Coaching Processes
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Design continuous performance improvement process for sales agents
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Design of on-the-job Training Processes
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Optimization of Management Key Activities
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Establishment of Incentive Programs with ROI analysis of the incentive program