The challenge
Associates at a major telecommunications company struggled to recognise sales opportunities and convert them during customer service calls. The brand, with enterprise and government clients across EMEA, was leaving money on the table because associates couldn't efficiently identify upsell or cross-sell opportunities. They weren't delivering the right sales messages to the right customers at opportune moments.
With net overall revenue and revenue per associate lagging, the brand needed a new sales approach. That's where our talented, Colombia-, Philippines, and Mexico-based contact center associates stepped up to deliver on objectives.
The solution
We quickly put our Service to Sales solutions to work for the client. Our approach uses AI-enhanced conversation and business intelligence to listen to all customer interactions (not just some) and glean insights from them.
We then used our award-winning sales playbook to help the company improve associate performance in converting sales. We refined associate coaching through AI-enhanced training and real-time feedback, and improved reporting so the company had a deeper understanding of what worked and what didn't. We also improved incentives to motivate associates.
The results
Our work drove improvements quickly. Associates who had been amongst the lowest-performing quickly became top performers in sales. In just 15 days, the company saw a 27% increase in revenue per associate, a doubling of net revenue, and a 3-point gain in CSAT.