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When Xavier Williams became the Vice President for the Pittsburgh Sales Center of a premier telecommunications company in early 2001, he faced a dire situation: sales were below targeted goals, there was a lack of strategic direction, and his staff demonstrated a low morale. Because Williams was new to the position, he decided to enlist outside assistance from BreakThroughs.
BreakThroughs' first step was to thoroughly assess the situation, examining the existing business processes and culture to determine the root cause of the circumstances. Through the results of the assessment, BreakThroughs then developed a plan for implementing changes in the sales center. Williams also engaged BreakThroughs for personal coaching to help him execute the plan. This coaching helped Williams validate his own ideas about change, overcome additional challenges as the plan was put into effect, and successfully lead his team to positive results.
From a cultural standpoint, Williams claims his sales center today is "like night and day" from the situation in 2001: "We went from a culture that was predicated on fear and negative repercussions to an open, inclusive environment where people feel empowered."
This breakthrough in cultural environment and attitude has impacted the bottom line. Williams' sales center now has a team mentality that celebrates successes and has experienced dramatic improvements in their sales numbers. For example, the participation rate (the number of people meeting 100% of their quota) improved by 86% in the first year, and attrition decreased by 27%. Furthermore, out of the company's 36 centers, the Pittsburgh Sales Center went from #35 in 2001 to one of the top 10 sales centers today.
Williams attributes these improvements to BreakThroughs: "The people at BreakThroughs were tremendous at building a foundation for change. They partnered with me to make modifications that led to results. They didn't just tell me what to do; they listened, providing guidance based on my input combined with their many years of experience."
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