Commish vs SS

Hello Savages


So I'm tasking currently a SDR role and my company is expanding the self service platform at a very quick pace and most of the purchases that used to be done over the phone with a rep, now being done online which is fine with me, except that it had a massive impact on the call mix we now receive after the update!!!


The call mixture used to be for those who wanna add a subscription and who wanna cancel around 50/50 each.


Now after the update it almost became 80/20, so my team lost that 30% portion that harmed our Sales Bonus So Badly!!!


Also being a SDR gives me a limited access to prospect through making outbounds during the shift and if not available I would have to make them on my own time after it ends which is not fair!!


Our direct managers though commented on that this is normal and that we need to work harder to cover that difference we lost between before and after!!!


But I don't think it makes any sense because even if we did our best we still wouldn't be able to cover it for the broad variance especially that we can not control the inbound call mix anyhow!!!


So for you Folks especially the SDR savages I need to ask you if have had a situation like this before and how did you manage to handle it and adapt to it!!


And Finally to help me understand if that's normal or not and if any other factors that could participate in getting the call mixture changed!!


Appreciate it a lot,

๐Ÿฑ Off-Topic
๐Ÿ‘‘ Sales Strategy
๐Ÿ’ฐ Compensation
11
CRAG112
Valued Contributor
6
Account Executive
Lol great advice on work harder.

take the advice and work real hard to join a better company.
LordOfWar
Tycoon
3
Blow it up
Great advice, just needs the correct target like you said.
ThatNewAE
Politicker
0
Account Executive - SMB
+1 to this one! This sounds like a mess!
activity
Valued Contributor
0
VP, Business Development
Great advice, I'd be trying to get out as well.
Diablo
Politicker
4
Sr. AE
Sorry didnโ€™t quite understand. What role reps play if customers can self serve? Does your company forecast to see the same conversion rate after implementation?
antiASKHOLE
Big Shot
3
Account Executive
I had similar thoughts. Are the reps basically just order takers? Or is it similar to being the attendant at the self checkout at WalMart?
Diablo
Politicker
1
Sr. AE
Exactly. 0 challenge - 0 money
maxmartin
Valued Contributor
0
Senior Sales Executive
Receiving Inbound calls to explain service details and sign up the customers for them!
Yes they expected that the conversion rate to go down but they don't care about our income and the impact of what happened on us as they do care about customers apparently!!
Diablo
Politicker
1
Sr. AE
If they donโ€™t care about increasing the conversion rate they donโ€™t care about customers and you both. All customers are not a straight buyer.

I would be working with pain in such companies.
SADNESSLieutenant
Politicker
0
Officer of โ™ฅ๏ธ
can u still follow up and people who are interested but havent signed up
LordOfWar
Tycoon
3
Blow it up
Problem no. 1 is having SDRs try to handle cancellations. You need to be in a different mindset than closing and I don't see that working well if a rep is switching from sale to saving every call.
SADNESSLieutenant
Politicker
1
Officer of โ™ฅ๏ธ
exactly ur just a customer service rep now
Mendizo
Executive
2
Sr. Director
Just to make sure I understand the context, you mention that the call mix used to be 50/50 between sub adds and cancellations. Now it's 80/20, which would seem like a good thing, if 80% of calls are sub adds. Did you mean it the other way around?

If I go with the spirit of your question in that you as an SDR are no longer getting as many direct calls about signing up or adding subs, and thus are missing out on opportunities, than a couple of thoughts come to mind (though, as others mention, it would help to hear some more about your process and the buying cycle):

-Why should a customer buy from you versus self-serve? If your issue is that you're not getting that volume, then you might want to look at tactics that encourage customers to call you up, such as the ability to answer any questions they might have about the subs, things they can't easily find in self-service. This does need to be supported by management though; if they are indeed making it so much easier to self-serve, and that is the direction of the company, then I don't think a big SDR team will remain for much longer.

-It sounds like during the workday, you primarily handle inbound, and so any outbound is after hours (which as you say is not fair). This would definitely have to change if so many customers are being self-served. If management is not willing to budge on this (give you more time to prospect and so take the orders yourself), then I would say that team is not worth staying for.

If I'm being very direct, you will not get anywhere fighting against the company's strategy of increasing self-serve (I don't get the sense you are, but just noting). So, that will continue to increase as the company sees success in conversion. That means that for you and your team to have a meaningful reason for existence, something has to change. So if management is not willing to adapt, then GTFO for your own sake :)
Pachacuti
Politicker
2
They call me Daddy, Sales Daddy
From what I Understand, the company is taking away 30% of your variable income and has told you to work harder to make up for it?
If that is the case, itโ€™s time for you to find a new position.
maxmartin
Valued Contributor
1
Senior Sales Executive
I meant it the other way around exactly!!

Before I used to pitch to 50% of customers who were initially either to activate their subscriptions or at least inquire about the service!! And other 50%that came to cancel I had to receive their calls as per the routing skill then transfer them to the retention guys!!!

So now after the update the routed calls are getting 20% sales calls(People who wanna activate or inquire) vs 80%(of those guys I have to take their calls and transfer them to my retention colleagues) that impacts my overall sales bonus percentage.

In another words Bad calls went up and Good calls went down cuz of that call mix update!!!!

I say it that it could be cuz of SS but still not so sure 100% what might be the reason behind that!!!
Kosta_Konfucius
Politicker
1
Sales Rep
That is not common from what I hear, what start looking for new roles
WhoDey
Opinionated
0
VP of Sales
So you now have 80% calling in wanting to upgrade whereas it used to be 50% and the number of people wanting to cancel has dropped from 50% to 20%? That sounds like a good thing. What's the problem?
maxmartin
Valued Contributor
0
Senior Sales Executive
No the 80% are the ones that want to cancel..
punishedlad
Politicker
0
Field Sales
This just seems like a terrible structure... Has anyone else been a part of something like this? I'd be out the door with the first opportunity that came my way.
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