ING DIRECT Case Study
ING DIRECT creates an entrepreneurial sales center to increase overall sales performance
With Merced Performance Suite
This case study contains details of how ING DIRECT created an entrepreneurial sales center to overcome the increased complexity of its new product lines. The introduction of Merced Performance Suite helped ING DIRECT to realize the following benefits:
- After Call Work (ACW) was reduced by 11 seconds per call.
- Brand Focus increased positively from 69% to 75%.
- Calls to Sale decreased positively by more than 2 calls on average.
- 4 out of 5 of the key metrics showed a positive increase in the number of associates exceeding the optimal values.
- Annual benefits in excess of $425K.
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