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July 20, 2011

Telstra Deploys Merced's Performance Management and Coaching Solutions

By Rajani Baburajan, TMCnet Contributor


Merced Systems (News - Alert), a provider of performance management and coaching solutions that drive business execution in sales and service functions, revealed that Telstra (News - Alert), Australia's leading telecommunications and information services company, successfully deployed Merced System’s core Sales Performance Management and Service Performance Management solutions in their internal consumer call centers.

The performance management and coaching solutions improve employee performance, assist managers in coaching, and streamline incentive management. Telstra (News - Alert) deployed a pilot program with Merced Systems in 2009, in order to align its service organizations to improve customer service. Within three months, the company increased its sales and conversion rates, decreased preparation time for coaching and increased face-to-face coaching.

Following its success, Telstra expanded the deployment to all their internal consumer call centers to help improve customer satisfaction. Telstra is now deploying the Merced Systems' suite of sales performance management and coaching solutions across more than 100 retail stores throughout 2011 and will roll out these solutions to additional customer facing areas over the coming year.

“As the first telecommunication provider in its region to deploy Sales Performance Management and Service Performance Management solutions, Telstra has demonstrated the importance it places on improving the customer experience,” said Mark Selcow, president, Merced Systems, in a statement.

“By implementing Merced Systems' software, Telstra is now better able to align its sales and service organizations with its business goals,” Selcow added. “We look forward to helping the company see improved results as it deploys the technology across additional customer facing areas of their organization.”

Telstra is currently using Merced Systems Performance Suite and Coaching Plus to assist in targeted coaching of call center agents based on individual performance needs.  These solutions will also be used for performance management and coaching with its retail employees, in addition to Merced Systems' Incentive Compensation Management for incentives management, company officials said.

“Implementing Merced Systems is part of an expansive program to support our teams and put the customer at the center of everything we do,” said Michael Bowman, director of customer service and sales, Telstra. “This partnership will help us deepen our coaching culture and assist in delivering consistently better service to our customers.”

Merced Systems Sales performance management and coaching solutions are deployed at several leading companies including Sprint (News - Alert), ING DIRECT USA, Mazda Motors U.K., and DIRECTV. These solutions are designed to drive improvement in sales effectiveness, customer experience, and operating efficiency.

Back in May, Merced Systems announced the latest version of Merced Systems' Sales Performance Management 4.0 solution by incorporating features like incentive compensation management with analytics, advanced sales process automation, and mobile access to data. 


Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein



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