Customized coaching helps telecom giant transform care channels into revenue engines
TTEC’s innovative service-to-sales strategy leads to sales surge
Customized coaching helps telecom giant transform care channels into revenue engines
TTEC’s innovative service-to-sales strategy leads to sales surge
The challenge
A global telecommunications company wanted to evolve its contact center from a cost center to a profit center by selling through care channels but didn’t have time or resources to spare when it came to upskilling associates.
Traditional upskilling methods would have involved pulling associates off the phones, so the company sought a way to maximize sales opportunities without sacrificing care KPIs in the process.
Our solution
We executed our award-winning service to sales process by leveraging conversational intelligence to map each call driver or intent to build out a customized sales process and strategy. This informed our SalesPATH cross-sell training, which was tailored by product category and specific focus products.
Rather than pull 3,500 associates off the phones for deep training, TTEC’s RevGen team created a short-term action plan for associates and leaders to leverage tools and tips from our proven sales playbook.
In phase one, we broke our SalesPATH cross-sell training curriculum down into short, self-paced, digital training assets.
For phase two, we hired individual sales coaches for each of five locations. Each went through our SalesPATH training for leaders, where they learned how to coach to key behaviors that drive sales success. The coaches then partnered with local sales teams to identify cohorts of associates who hadn’t closed a sale in the previous two weeks.
Each sales coach executed a two-week coaching sprint, during which they captured data from associates’ previous calls, daily coaching sessions, and performance throughout and after the process.
All this allowed coaches to coach associates on a granular level, with a specificity that was previously unattainable.
The results
Within weeks of executing phase one of the service to sales process, performance started to increase.
In the first 6 months, the company:
- Increased gross phone adds by 280%
- Produced 18,000+ incremental sales in care channels each month
At the end of the second phase, the company grew sales by another 42% within the following six months.
Always looking ahead, we took all the data and learnings from the process to identify and build out new areas for optimization heading into the following year.
