We've also leveraged best practices from other call centers. We're a learning organization. We've got dedicated coaches in the center. Their objectives are to help the sales architects to improve their own weaknesses. They get personal time with the coaches to develop an action plan.
We created a new award called the wall of inventors. And this is an opportunity for us to identify anyone who's allowed us to improve the customer experience. One of our architects developed a new way to sell extended service plans (ESPs). He was selling 75 percent more service plans than any other rep. He shared that with the rest of the reps and sale of ESPs went up 25 percent. So we celebrate that.
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A Chat With Nikhil Behldirector of sales centers, HP Home
We've also leveraged best practices from other call centers. We're a learning organization. We've got dedicated coaches in the center. Their objectives are to help the sales architects to improve their own weaknesses. They get personal time with the coaches to develop an action plan.
We created a new award called the wall of inventors. And this is an opportunity for us to identify anyone who's allowed us to improve the customer experience. One of our architects developed a new way to sell extended service plans (ESPs). He was selling 75 percent more service plans than any other rep. He shared that with the rest of the reps and sale of ESPs went up 25 percent. So we celebrate that.