VSA is always looking to forge new roads (after all, it’s one of our core values), but even we couldn’t have predicted all the dramatic changes that helped us grow and find new ways to serve our clients in 2022.
Over the last year, the company has restructured our long-standing Operations department, strengthened our recruiting methods, enhanced our data analytics, embraced new technology, developed valuable new partnerships, and implemented an entirely new line of business.
“It really has been an unbelievable year,” says CEO and Founder Valerie Schlitt. “It truly is amazing how much we’ve grown as a company and continue to grow.”
As we prepare to turn our attention to 2023, here’s a look back at six highlights from VSA’s eventful 2022:
1. Restructured Operations
VSA’s Program Managers and Business Development Representatives (BDRs) have always been closely aligned, given how essential both roles are to the success of our client programs. But helping Program Managers develop the right strategic approach and training BDRs to deliver the best possible results on the phone requires two entirely different mindsets.
That’s why we recently restructured our leadership roles to ensure all our employees receive the support they need to be successful. Breanna Stadel moved from Director of Program Management to Director of Operations, where she will continue to work closely with the Program Managers while also overseeing the BDRs. Lisa Doyle has been promoted to Senior Program Manager, where she will assist Breanna in overseeing VSA programs. Maryann Arterbridge, meanwhile, assumed the new role of Manager of BDR Development, where her responsibilities include training, coaching, and developing the BDRs.
Jennifer Burke, promoted to the newly created position of Director of Workforce Management, now handles many of the day-to-day tasks that were formerly the Operations Director’s responsibility.
2. In-house recruiting of BDRs
Over the years, VSA has utilized a variety of outside resources, such as staffing agencies and temp-to-hire firms, to find new talent. And while we landed plenty of quality employees this way (many of whom are still with us), the process was something of a crapshoot.
But who knows the skills and characteristics it takes to be a successful BDR better than we do? This year, we developed processes that allowed us to better recruit internally, including creating a Senior Management of Recruitment position and tagging former Operations Manager Joan Morisset to fill the role. These new procedures ensure we land BDRs that meet the specific qualifications we’re looking for, spanning everything from their level of confidence on the phone to the technical capabilities of their remote environment. Ultimately, more qualified BDRs mean more successful programs and satisfied clients.
3. Enhanced focus on data analytics
VSA has always relied on data to build calling lists, compare messaging approaches, track program success, and analyze key metrics. But in 2022, we stepped up our focus on data analytics and are now better positioned than ever to know what lead generation strategies work and how and when to pivot if something isn’t working.
Leveraging multiple list-building resources, including ZoomInfo and an outsourced partner, and the best practices and technology of one of our referral partners, we’re well-equipped to analyze all factors that help determine a program’s success, from the list to the scripting to the calling and email cadences. Several of our clients this year saw a dramatic uptick in scheduled meetings due to changes to their target list, their messaging, or a combination of both.
4. Implementation of new technology
In March, VSA hired Kevin Schroeder as Director of Shared Services. He quickly spearheaded an effort to help all VSA departments operate more efficiently, replacing older software with tools such as Autoklose and Microsoft Teams.
Autoklose is an email automation software that helps us target the right prospects at the right times, customize sequences, and track data. Teams, meanwhile, has been a game-changer for our entire organization, improving workflows and making it easier to collaborate virtually, share and organize files, and resolve technical issues.
5. New partnership with a local digital marketing firm
Over our 21 years, VSA has primarily taken a phone-first approach to appointment setting. If properly planned and done correctly, cold calls remain an effective lead generation tool, and we have the data to prove it.
But for certain clients, using the phone upfront is not the best approach. Their prospects need to be “warmed up” via social media or email campaigns.
To better accomplish this, we partnered with Aerial Digital Agency, a local marketing firm that shares our ability to accommodate clients of all types and sizes. Collaborating closely with Aerial on several campaigns, we’ve developed a fully integrated approach to outbound lead generation that ensures no viable prospects slip through the cracks.
6. The launch of VSA Inbound
Of all the exciting developments in 2022, the launch of our full-time inbound department might be the most significant. A dedicated team of VSA employees worked extremely hard to make VSA Inbound a reality, led by a cross-functional team that represented our BDRs, Program Management, Training, and Technology Support.
VSA already had plenty of experience providing inbound call center services. For the last five years, we’ve offered inbound customer service from our Philadelphia office, and we were already handling inbound call center work for a core set of clients. But 2022 marks the first time we can deliver full-time inbound programs for any client that requires them.
Whether clients are looking for 24/7 coverage or business-hour call support, our U.S.-based team of empathetic, highly trained representatives allows us to address customer inquiries or issues quickly and professionally.
Conclusion
Even after everything we accomplished in 2022, VSA isn’t taking it easy as the year winds down. The recent personnel moves implemented by the new Senior VP of Operations Dawn Stolte were designed to boost productivity and increase client success. Even after such an eventful year, we never stop thinking ahead.
We also know none of the changes in 2022 would have been possible without the trust and confidence our clients continue to show in us.
If you’d like to see how we can help you grow your business in 2023, give us a call. We can’t wait to see what the new year has in store.