Elisa's virtual salesperson handles up to 100 customers daily
Elisa's store sales staff transitioned to remote work during the pandemic. Virtual salesperson Vilma Tuuri now serves up to 100 customers a day via sales chat and video calls.
Telecommunications company Elisa has shifted many of its store sales staff to remote work following the onset of the pandemic. The company has developed a virtual sales model where employees serve customers online.
Vilma Tuuri, one of Elisa's virtual sales representatives, reports being able to serve up to 100 customers daily. This volume significantly exceeds what was possible when working face-to-face in a physical store. The work is primarily conducted through sales chat and video calls, utilizing a computer, mouse, and headphones.
Elisa responded rapidly to the changes in customer behavior prompted by the pandemic. According to the company, the new virtual sales model was implemented within a few weeks, and no store employees needed to be furloughed. Sales staff received training for the new working methods.
Working in a virtual environment requires a different type of focus and precision from sales staff, as multiple customer interactions are managed concurrently. Elisa notes that the model also enables location-independent work, allowing employees to work from anywhere, provided connectivity and data security are maintained.