Samsung VSPS
An innovative approach to training when lockdown prevented face-to-face sessions
The 2020 lockdown happened at a crucial time for Samsung smartphone launches. Having historically delivered training on the latest devices face-to-face in contact centres by their team of Samsung Product Specialists, how could they continue to upskill advisors anywhere in the world, ensuring they were inspired, engaged, and ultimately recommend the latest devices to their customers?
An online platform that provided a virtual destination for advisors to watch live broadcast product training
Working closely with Samsung’s internal brand, training, and marketing teams, we developed the Virtual Samsung Product Specialist (VSPS) programme - an online platform that provided a virtual destination for advisors to watch live broadcast product training with expert knowledge, selling tips, interactive games and downloadable sales guides.
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These ‘high impact’ and ‘always-on’ broadcasts created cut through moments for flagship launches and ensured an ongoing conversation with advisors from Manchester to Mumbai kept Samsung front of mind.
Our innovative VSPS programme was not only award-winning but from January to June 2021, delivered 25,110 training interactions across 581 sessions – that’s over 370,700 minutes of VSPS content watched by advisors, the equivalent to watching every Euros 2020 match 80 times!
These huge achievements opened doors to new parts of Samsung through recommendations, which you can check out here.
Stats
- 30,720 engagements in 2022
It would not have been possible without you all, I and the team have been impressed from start to finish in regards to the attention to detail, creative thinking, adaptive nature, problem solving, and most importantly enthusiasm throughout the end to end execution.
Contact Centre Operations Manager, SEUK – MX Operations
Top 3 reasons we loved working on this project
1. It had engaging, dynamic content at the heart of it
2. It helped to facilitate sales through engaging with sales from the front line i.e. Channel Partner call centres
3. We were able to demystify tech specs and contextualise lifestyle benefits for Samsung products
Top 3 reasons we love working with this client
1. Industry pioneering products
2. Amazing, down to earth clients
3. Fun and collaborative working relationship
“The growth of the always on programme has been truly organic as a result of our engaging, dynamic content. We’ve helped to upskill sales advisors at the likes EE, O2 and Vodafone to ultimately drive sales of Samsung’s amazing portfolio of products.”
Holly Saich, Account Director
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