The Retail Outsource named #187 on the 2010 INC. 500

December 29, 2010

The Retail Outsource, a leading retail sell-through and management firm specializing in the consumer electronics, wireless and telecommunications industries, today announced that Inc. magazine has ranked them No. 187 on its 29th annual Inc. 500, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy – America’s independent-minded entrepreneurs. To achieve this rank, The Retail Outsource experienced a three-year sales growth of 1540% from 2006 to 2009. Among industry and market rankings, The Retail Outsource achieved the No. 7 rank among Retail companies nationwide, and also No. 7 among companies in the Miami-Ft. Lauderdale-Pompano Beach market. This marks the company’s debut on the list.

“We are honored to be in the company of so many prestigious and successful businesses,” said Brett Beveridge, Founder and CEO of Retail Outsource, a division of Big Bang Enterprises, Inc.

“Our teams, both at corporate and throughout North America, have worked tremendously hard over the past several years to get us here. It’s gratifying to see that we’ve found our niche in the sales services market and can continue to provide exceptional sales performance results for our clients.”

“Fast growth at any time is a big achievement; fast growth during the past few years is just short of miraculous,” said Inc. editor Jane Berentson. “The Inc. 500 consists of these just-short-of miraculous companies, the ones that through ingenuity and ambition have increased revenue, hired employees, and grown fast in difficult economic times.”

With employees in more than 40 states nationwide and growing every day, The Retail Outsource is poised for continued rapid growth, including expansion into Puerto Rico, Mexico and Canada.

WomenCertified® partners with The Retail Outsource to revolutionize customer service in the wireless industry

December 29, 2010

(Hollywood, FL) April 26, 2010 – With ads for wireless plans and gadgets inundating consumers from all angles, WomenCertified® has announced an exclusive partnership with The Retail Outsource (TRO) to revolutionize the cluttered wireless industry through a special focus on enhanced customer service.

The alliance provides that The Retail Outsource, which provides consultation and/or vendor outsourcing to top wireless retailers nationwide, will earn the WomenCertified Seal for excellence in sales and service by completing the WomenCertified training and certification program. In addition to specialized training for associates, The Retail Outsource will participate in ongoing reinforcement and engagement programs to keep customer service – with a women friendly focus — top of mind.

“It’s easy for wireless retailers to lose sight of customer service since there is such a universal focus on pricing and products,” stated Brett Beveridge, CEO of The Retail Outsource. “That’s bad news for the customer, and we want to turn that trend upside down. Consumers can have it all – great value, great products and great service. That’s why we’re getting WomenCertified, to renew our focus on customer service and complete that last but extremely important piece of the puzzle.”

In earning the WomenCertified Seal, The Retail Outsource will commit to achieving higher standards of sales and customer service, with the goal of improving the overall customer experience for wireless customers during a time when price wars and product rivalries rule the industry.

Since women make 83% of all consumer purchases nationwide, the goal of WomenCertified is to create a women friendly marketplace that responds to women’s buying preferences.

According to WomenCertified founder Delia Passi, leading expert and author on gender communication and marketing to women, “We are proud to form this alliance with The Retail Outsource. There is stiff competition in the wireless industry today, and consumers are overloaded with messaging and advertising. Our partnership with TRO will provide consumers a new kind of experience when shopping for wireless services – an experience based not only on phones and plans, but one also firmly focused on customer service and creating positive customer experiences time and time again.”


About WomenCertified® 
WomenCertified—the Seal women trust for better service—is a proven training and certification program rich with resources to help professionals across multiple industries increase sales and satisfaction among both men and women. Focusing on effective communication skills, customer appreciation and an enriched customer experience, WomenCertified has trained thousands of sales and service professionals in Fortune 500 companies and small businesses alike. For more information, visit HYPERLINK “http://www.womencertified.com” www.womencertified.com.

A Partnership to Pilot a New Concept

Home Depot was interested in exploring Smart Home, a new concept in their stores, and asked The Retail Outsource to help them staff and manage it while also consulting with them on product mix analysis and sales process standards. This initiative was a 2,000 square foot store-within-a-store that included LCD-TVs, home theater systems, satellite and cable services, wireless services, home automation products, network infrastructure, closed circuit security systems and computer accessories. The concept saw success with customers embracing the enhanced sales experience provided by trained and qualified TRO sales associates, and saw greatly improved results in nearly all of the included categories.

According to Mark Amos, at the time Home Depot’s Smart Home Merchant, “The Retail Outsource was hired to staff and run the Smart Home operations, but they added much more value than that. The Smart Home, in select Home Depot stores across the country, requires a large degree of sophistication from its staff. We needed sales people who could sell advanced technological products and services… The Retail Outsource staffed all of our Smart Home operations with professional people who exceeded their sales goals and developed reporting and procedures to streamline the business practices.”

Read more: Case Studies

Multi-Vendor In-Store Sales Program Yields Tremendous Results

The Retail Outsource was engaged to sell wireless products and services in key Target locations 7 days/80 hours per week, in a brand-agnostic arrangement. This financial model allowed each provider to split our costs between them. Due to 1000%+ sales increases, higher guest satisfaction scores and store management endorsements, the scope of the project was expanded to include virtually all categories within the electronics department, with 15 brands involved.

Our client at Target, Jake Langner, Wireless Communications Merchant, had this to say about their experience working with TRO: “Our stores’ team feedback has been very positive and supportive… Our post-paid business saw significant lifts having you in stores and many other areas of electronics also realized financial benefits. Your corporate team constantly strived to improve results and guest experience through new and innovative tactics.”

Read more: Case Studies

TRO employee spotlight: Christina W., Market Trainer, Nashville

Our training provides retailers’ team members the confidence they need to effectively do their job.

TRO employee spotlight: Christina W., Market Trainer, Nashville

The first time I walked into the store the team members admitted that they hid in the toy section because they didn’t know enough about the wireless product to talk to the customers. I was surprised that some of them had been working in wireless for years and hated doing their job! So the training began. I slowly started to break the ice. After 4 hours I finally managed to get one team member just to stand in front of the small group of people she mostly already knew and simply interact with me. I came back week after week and led by example, greeting the customers confidently and selling phones with the store’s team members by my side. I spent hours walking them through the details of each product and rate plan. I taught them how simple selling can be when you know how to ask the right questions and listen to what the customer is really saying. Now, I love when I walk into their new store and see them working with customers, greeting people confidently and ready to share their new-found knowledge.

Read more: Employee Success Stories

Specialized Wireless Sales in a National Retailer

The Retail Outsource was contracted by a large national retailer and their key wireless carrier vendors. By recruiting, hiring, training and managing our in-store sales associates to high performance, all parties have seen—and continue to see—a tremendous increase in sales and all other key metrics, including ARPU, attach rates and feature sales. In addition to placing sales teams, TRO also manages a team of sales trainers whose have also dramatically improved wireless sales knowledge and process compliance among the retailer’s own associates in stores in which TRO does not have sales staff.

Says Kim Algya, Channel Director of National Retail Accounts at T-Mobile USA, “TRO is an amazing partner with which to do business. Their staffing associates and the leadership structure to support them is knowledgeable and very well organized. As a partner, they are proactive and quickly respond when necessary. I appreciate their partnership in helping us grow our business. Through their staffing and training support in a major national retailer, they have enabled us to both increase our business year-over-year in the high double digits and help all our customers gain access to the best products, plans and value on the market and stay connected to the people who matter most in their lives.”

Read more: Case Studies

Team Woodstock Provides Exceptional Customer Sales Experience

Almost every customer that deals with TRO’s sales team in the Woodstock, GA location leaves with a giant smile. The Retailer associates are very eager to work with us to provide a seamless sales process for the customer. We have been told that we’ve brought the Retailer’s cell phone buying experience to a whole new level by providing first class customer service and general cell phone knowledge.

On our launch day, August 20th, 2010, there was a very nice lady named Gertrude Gray who stopped in and was inquiring about an AT&T Smartphone. She knew that she wanted more than just a basic bare bones flip phone. She wanted a cell phone that would browse the internet and also be able to handle her current email accounts. She noticed the Samsung Captivate and was blown away by the screen! We explained to her that the Super AMOLED screen is like no other phone and is crystal clear even in direct sunlight. She loved that feature and was very curious to know more. So we explained that this phone is an Android phone and will have no problem browsing the web or doing her email. She was absolutely delighted to know that there was a cost effective Smartphone that would seamlessly integrate into her life. We didn’t get the sale that day but she swore up and down that she would be back to get that phone.

Two weeks later we were greeting customers out front of the section and notice Mrs. Gray walking toward us with a HUGE smile. We knew she was here to get that phone. When she got to the section she asked just a few more questions about the Data Packages that AT&T offers. We decided that the 15 dollar package would be just fine and then gave us the green light to activate her new phone. The whole time we were setting up her phone she was just tickled silly about her new phone. She kept acknowledging how much we knew about the cell phone industry and more importantly about her new phone. During the activation we found out that her Grandson was a Director of Loss Prevention for the Retailer. She said she would tell him all about us and how we helped her from start to finish.

After the phone was processed and her account upgraded, we showed her how to download apps from the Android Market and even downloaded an app or two just to show her how whole process worked. We set her emails up with no problems, we showed her how the GPS worked on the phone and I don’t think we could have made her happier. We received a tremendous amount of praise from Mrs. Gray and were told she would send everybody she knew to our store to purchase from us.

CTIA Wireless – March 22-24, 2011 – Orlando, FL

CTIA Wireless
March 22-24, 2011
Orange County Convention Center, Orlando, FL

Visit TRO in the Wireless Retail Profitability Center (booth #2016), and Mobile Insight in the Telecom Council Innovation Showcase (booth #4290)!

V-DOCS Allies with Service Providers

May 9, 2010

As a result of doing their homework on several companies, and the services they offer to a shared market, the team at V-DOCS then spent some good old-fashioned face time at the Rural Cellular Association conference forming alliances and building relationships that will benefit their collective customers. Las Vegas, NV May 1, 2010 – Four is the lucky number in Vegas this month. That’s how many alliances were formed between V-DOCS and other companies at the RCA conference. V-DOCS pride themselves on referring clients to other companies with confidence. “We have worked hard to position ourselves as a source of information to our customers. When they have a need for something, they call us because they know, like and trust our team. It just makes good business sense to surround ourselves with like-minded associates” says Melodie Joy the VP of V-DOCS. If a customer needs a tool to optimizes their field teams’ effectiveness, IT outsourcing solutions, retail management software, or IT computer network services, V-DOCS will now recommend, with confidence, the following companies. Master Merchant Systems www.mmspos.com is a full cellular retail management software including POS, Inventory management, carrier integration, commission reconciliation, integrated accounting and business performance reporting.

Mobile Insight www.mobileinsight.com offers customizable, state of the art field force automation application that optimizes your field teams’ effectiveness and ensures you get the most out of each store visit. The Retail Outsource www.theretailoutsource.com provides full-scale outsourced solutions to open, staff and run your retail operation – or you choose what specific action(s) you want us to complete for you. Individual projects or optimum retail roll-outs, we get it done fast; we get it done right.

SYMBITS www.symbits.com provides professional remote and on-site IT computer network services for the small and medium size business market, so you can focus on managing your business. For additional information (or a demo) from the companies mentioned, or to learn about how to potentially partner with V-DOCS, please contact Melodie Joy.

About V-DOCS:

V-Docs Paperless Contracts [ www.v-docs.ca ] has developed a wireless contract management system combined with a sophisticated digital signature capture technology. The result is a paperless document solution which allows telecom companies the ability to realize the benefits of simple processing, lower costs, higher efficiency, stronger compliance and superior customer service.
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