About the Client
A high-growth call center had just raised over $150 million in new investor capital, opening the door for rapid expansion. The leadership team needed to grow the sales force from a dozen reps to over 70 in a matter of months—without sacrificing the quality of sales conversations or overloading existing managers.
While the company had an experienced sales manager, a proven script, and strong early results with new hires, the training process wasn’t built to scale.
As the team grew, cracks began to show:
- Leadership was spread thin – The sales manager personally ran all new-hire training, pulling them off the floor for an entire week at a time.
- No consistent call flow or scoring system – Reps had a script, but no standard conversation structure or way to measure performance.
- Team leaders needed extra coaching support – Recently promoted leaders had no formal training or coaching experience.
The leadership team knew that scaling without fixing these problems would multiply issues—leading to inconsistent calls, poor follow-through, and downstream problems for operations and fulfillment teams.
What the Client Needed
- A standard call flow and scoring model that every rep could learn quickly, and leadership could coach against.
- A new-hire training program built around that call flow and able to be run by team leads, so the sales manager could stay focused on the floor.
- Leadership coaching for team leads so they can run training sessions and use the scoring model effectively for ongoing coaching.
Our Approach
Phase 1 – Observation & Audit (Week 1)
We started small—a one-week in-person audit. This allowed both sides to confirm fit and gave us the time to understand the sales process before proposing a long-term engagement.
We attended the existing new-hire training from start to finish and listened to dozens of live sales calls. This revealed:
- Top reps were naturally hitting the first four steps of an ideal sales call, but missing a clear process for next steps and follow-up scheduling.
- New-hire training lacked performance benchmarks; role plays were evaluated subjectively, often sending reps to the phones without measurable proof they were ready.
At the end of week one, we presented leadership with a custom BridgeSelling™ framework—a structured call flow tailored to their market—and a proposed Bridge Score model to objectively measure call effectiveness.
Phase 2 – Custom BridgeSelling™ New Hire Curriculum Framework & Development (Weeks 2-6)
We translated the new call flow and scoring system into a full new-hire training curriculum. The scoring model required new hires to achieve a 16/20 score in role plays before “graduating” to live calls.
Phase 3 – Train-the-Trainer Rollout (Weeks 7-10)
We co-facilitated four new-hire training rotations alongside team leads, certifying them in both the call flow and scoring system so they could run future sessions independently.
Phase 4 – Activation of Existing Reps (Week 11)
Finally, we delivered a condensed “activation” program for the legacy sales team, ensuring every rep—new or seasoned—was using the same structure and being coached against the same standards.
Early Wins
- Early removal of poor fits for the team – With the scoring model in place, team members who weren’t able to execute the company’s designated call flow never made it out of training, preventing costly bad calls and wasted leads.
- Rapid top-performance from new hires – Several new reps hit the month-one quota of 5 deals in their first week, with some reaching 7 deals.
- Leadership buy-in through proof – By the end of week one, leadership saw the scoring model in action and recognized it as the missing piece to scale without losing quality.
Key Outcomes
- Self-sufficient leadership – Team leads were independently running new-hire training by the time we stepped out.
- Scalable training – The largest new-hire class in company history was successfully onboarded under the new program.
- Improved quality control – Low performers were identified and removed earlier; coaching was targeted and measurable.
- Confidence and applicability
- 100% of new hires surveyed said training was “very applicable” and they immediately used what they learned.
- 78% felt “very confident” in their role after training.
- 92% rated their new-hire training experience as “excellent.”
- 100% of new hires surveyed said training was “very applicable” and they immediately used what they learned.
- Legacy team uplift
- 94% of long-time reps said activation training was “very practical” and they had already applied it.
- 77% said the new model increased their control and confidence on calls.
- 94% of long-time reps said activation training was “very practical” and they had already applied it.
The Big Takeaway
It’s possible to scale rapidly and still raise the quality of your sales conversations—if you have a clear call flow, a measurable scoring model, and leaders equipped to coach to those standards.
Ready to See What Kind of Results You Can Achieve With BridgeSelling™?
Our BridgeSelling™ System helps sales leaders create a repeatable structure so every rep knows exactly how to lead calls that convert. Reps who adopt our framework see up to a 50% improvement in close rates, and 78% of reps who go through our training feel immediate boosts in confidence during their sales calls.
Every project is a little bit different, but most follow these steps:
- Schedule a Discovery Call— First, we’ll start by learning about your company, sales team, process, and customers.
- Predict Your Upside— Next, we’ll analyze 10-20 sales calls per rep to determine your baseline BridgeScore™. From there, we will predict how much revenue you could see with your current team and lead flow.
- Create a Plan— After the audit, we will review our findings with you and determine the right next step.
Book a Call at BridgeSelling.com
