3. A little about me !
•
Employed with Endurance International
for 3 ½ years
•
•
Tier 1, Tier 2, Retention, and Sales
Proficient in Excel, Word, CSFE, Qsuite,
and more
•
Knowledgeable in all hosting, marketing,
and design products
•
Top sales agent in tech and sales
department
•
•
Fill in lead
Motivational and a cheerleader
www.Natisha.me
5. www.Natisha.me
30 Days
• Who and What products are
performing - How does this
compare with the rest of the
products in the organization• Learn the job and agents on my
team. Understand what motivates
them, their strengths and
weaknesses
• Find the deliverables and ways to
make them effective
• Learn the priorities and strategic
direction of the company
• Find short and long term goals
6. First 60
Introduction to Goals,
Expectations, and
Accountability
Implement rank charting:
*Sales
*Mix by category
*Cancelations
*NPS
Units
NPS
Revenue
Education:
*Training Schedule
*Visibility in form of 1:1
*Money per call
*Number of calls
*Units per Call
*Revenue per unit
Education
www.Natisha.me
8. Average Revenue Per User -ARPU
•
A measure of the revenue generated per user or unit. Average
revenue per unit allows for the analysis of a company's revenue
generation and growth at the per-unit level, which can help investors
to identify which products are high or low revenue-generators.
•
Used in the industry to survey the amount of revenue generated per
customer
www.Natisha.me
9. Average Cart
•
•
The number of units and quality of units
Small increases to every transaction add up to
large increases in revenue over time
•
Simple as striving to get each customer to add one
more product--regardless of ticket price– to every
call
•
You achieve your growth target by consistently
offering customers items that you know they need
www.Natisha.me
10. Net Promoter Score - NPS
•
Measure of customer
satisfaction
•
More surveys equal higher data
collected
•
Every call should be promoted
to transfer
•
•
Higher transfer rate
Key to a successful business
www.Natisha.me
11. Agent Facing
• Agents hit target goal not just minimum
• Each agent and manager show accountability
• Each agent on training schedule
• Increase to units, revenue, and NPS
www.Natisha.me
12. Management Facing
•
•
•
•
•
ARPU go hand in a hand to revenue
Increase in NPS as a team
Increase in Education
Transfer Rate to 80%
Increase in units sold both sustainable and scalable
(Pie Chart)
www.Natisha.me
14. Recap and Questions
•
Qualified and ready to be Inbound Manager
•
Motivated and want others to be just as motivated
•
Increase in revenue and quality of revenue
•
Questions?????????
www.Natisha.me
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My name is Natisha Miller. I have been with Endurance International for 3 and half years. I started as a tier 1 tech agent where I learned the products and systems in and out. Moved up to a tier 2 agent which included experienced tech work, supervisors calls, writing for Wiki, and working with upper management on special projects not only for the system but to train agents to succeed at their job. As a higher generator of sales I moved to over to retention remaining a top seller. In retention I was a fill in as lead to help train and create projects to keep the team motivated and up to par on the team’s goals. Since April starting sales I continue to remain one of the top producers not only in sales but other measureable metrics.
