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One of our clients wanted us to provide in-call quality (ICQ) assessments for 400 sales representatives and managers.


We set up ICQs across the UK at three stages: pre-product launch to provide a skills baseline; at product launch to assess learning and training needs; and post product launch to evaluate the impact of training. The team also developed the training and worked closely with Ashfield Meetings & Events, which provided logistical and other support.


The training strengthened the sales team’s effectiveness in gaining access, questioning and engagement, developing a compelling proposition and closing with actions/commitment.

The client was aiming for an average score of 2.5 out of 4 on the ICQs. At the baseline ICQ, just 31% of the team achieved 2.5. At the second assessment, this jumped to 74% and at the final ICQ, 89% scored 2.5.

The client said

“From the start of the planning phase through to the events themselves, you have been fantastic to work with, always delivering to exceptional standards within some incredibly short time frames and often with last minute changes.”

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Ashfield offers a wide range of world-class, market leading services that include medical sales teams, inside sales, contact centers, clinical educators, patient support programs, medical communications, medical information, meetings and events, market research, pharmacovigilance and training.