CASE STUDY IMPROVING OUTBOUND SALES CALLS Large insurance firm Qahir Gulamani ConsultantCHALLENGE • We were contacted to assist our client with the development of an outbound conversational sales framework. Employees needed to be able to engage in a discussion to help customers make informed decisions. • The FCA expressed concerns that our client was heavily influencing staff to sell insurance add-ons without explaining to the customer t

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