PSY Marketing / Service 05
Sales Quality & Customer Experience
I identify where qualified inquiries are lost because of slow response, weak communication, missing follow-up or inconsistent sales standards.
Point of view
Sales quality is not the number of calls. It is the right next action, clear communication and a managed customer experience at every stage.
Business control
Typical timeline3–6 weeks to launch the system; a recurring quality cycle thereafter
Metrics used to evaluate the change.
Scope of work
From diagnosis to an implemented process.
- 01
Audit of lead handling across calls, chats, CRM and messengers
- 02
Analysis of loss reasons, objections, response time and follow-up
- 03
Sales rep scorecards, evaluation criteria and quality samples
- 04
Scripts, SOPs, instructions and communication standards
- 05
AI-assisted conversation analysis and first-line quality control
- 06
Feedback, training, onboarding and a recurring review loop
How the work runs
Four stages with no gap between advice and execution.
- 01Diagnose
Clarify goals, data, process and loss points.
- 02Design
Define the target logic, KPIs and roadmap.
- 03Implement
Build the system together with the team.
- 04Transfer
Document, train and establish control.
What the team receives
- Conversation scorecard
- Systemic loss report
- Standards, scripts and SOPs
- Training and recurring QA plan
What is needed to start
- Access to calls, chats and CRM
- An agreed sample and quality criteria
- A sales leader prepared to implement changes
Budgeted separately
- Daily line management of sales reps
- Full sales-team recruitment
- Telephony, CRM and AI software licenses
Outcomes
What changes for the business.
For sales teams and contact centers with sufficient lead volume but inconsistent conversion and communication quality.
Before we start
A practical view of the engagement.
01How is the fee determined?+
After a short diagnostic. The fee depends on the number of systems and teams, data quality, implementation scope and required pace.
02Is this advisory only?+
No. The engagement can include diagnosis, design, configuration, implementation control, documentation and handover to the internal team.
03Where do we start?+
With a 30-minute working conversation to clarify the business goal, the main gap and the data that should be reviewed before a proposal.
Other services
Working session · 30 minutes
Start with your actual process, not a generic package.
Describe the challenge in Telegram. In the first conversation we will identify the main gap, the right engagement format and the next step.