Development Plan for Telesales Project : Case: Company X
Maksheeva, Alexandra (2016)
Maksheeva, Alexandra
Lahden ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016112817783
https://urn.fi/URN:NBN:fi:amk-2016112817783
Tiivistelmä
In 2016, Company X made a decision on a new sales and marketing strategy for their company. The strategy included implementation of telesales tasks as a daily routine for the customer support team (CST) employees as a way of increasing sales and raising brand awareness. The thesis aims to analyze the telesales implementation from the CST perspective. Another aim of the thesis is to build an analysis-based development plan for further improvement.
The theoretical framework is based on secondary data research, compiled from reliable published and electronic sources. The theoretical part covers concepts and terms from the sales area, including explanations of telesales concept and its necessity for case company corporate goals. In addition, there is also a brief description of what has been done before and during the implementation of telesales project.
As for the empirical part, a qualitative research was carried out by semi-structured in-depth interviewing. The interviews were collected from case company employees, who are the actual doers of the telesales for the company. The interview results are described in the form of a report, which provides an overview for employees’ feedback.
Afterwards, the theoretical and empirical parts lead to the development plan for a telesales project, which is the main objective of the thesis. Actions of the development plan are placed over a timeline in order to provide a clear action plan.
To sum up, the thesis is considered as a reliable and valid research, conducted for Company X. It can be used for the corporate needs and can be modified and applied as is needed.
The theoretical framework is based on secondary data research, compiled from reliable published and electronic sources. The theoretical part covers concepts and terms from the sales area, including explanations of telesales concept and its necessity for case company corporate goals. In addition, there is also a brief description of what has been done before and during the implementation of telesales project.
As for the empirical part, a qualitative research was carried out by semi-structured in-depth interviewing. The interviews were collected from case company employees, who are the actual doers of the telesales for the company. The interview results are described in the form of a report, which provides an overview for employees’ feedback.
Afterwards, the theoretical and empirical parts lead to the development plan for a telesales project, which is the main objective of the thesis. Actions of the development plan are placed over a timeline in order to provide a clear action plan.
To sum up, the thesis is considered as a reliable and valid research, conducted for Company X. It can be used for the corporate needs and can be modified and applied as is needed.