Power Wizard Marketing manager, UX writer and copywriter
As a start-up, every angle of the business required content, from the website to emails to brand guidelines to enrollment flows. All content required legal and compliance approval, and under my management and training, the sales call center reached a 50% conversion rate.
Power Wizard training manual leads to a 50% conversion rate
Requirements
Power Wizard's customers either signed up on their own, or called our sales agents who explained the service, and ideally, completed the enrollment on their behalf. We also had brokers that represented the product. As a lean start-up team, there wasn't enough people to conduct ongoing trainings. Developing a training manual was critical.
Content strategy
Asking for a caller's Social Security Number is a sensitive task, so I wanted to include scripts to help agents overcome resistance. Also included is a play-by-play on what each screen means, and an explanation as to why we ask for so many personal details.
Delivery
Under my leadership and with the help of this manual, the sales team was at a consistent 50% CVR. We delivered a robust, user-friendly training manual that allows the user to get up and running in one day and complete enrollments with Power Wizard, on their own. The language and concepts are easy to understand, particularly for our agents working overseas.
