Generating incremental sales from customer service

Westover-BonAir Insurance is a large independent agency serving individuals, families, and businesses in central Virginia, with a strong reputation for service. Leadership wanted to leverage that reputation and team to generate more revenue — which meant bringing the customer service department into the sales motion without sacrificing the service quality clients expected.

• Co-built the program with leadership so it aligned to sales objectives and incorporated CSR input
• Identified the optimal activities and behaviors needed to hit goals
• Defined four weekly sales-related activities for each team member
• Designed performance incentives and an accountability structure
• Established weekly accountability meetings to report performance and tune the program
• Delivered sales scripts and training to lift team performance on real conversations

• Quote volume up 40% within the first two months
• Customer service team consistently exceeded weekly activity goals
• Overall results surpassed leadership expectations