Challenge
A U.S. telecom leader, and long-time client, partnered with ResultsCX to revamp outbound operations to achieve elevated sales targets:
- Increase market share by converting competitors’ customers
- Optimize strategy for exceeding sales goals
- Extend existing client record of high-volume sales success
Solution
ResultsCX designed and implemented new strategies and initiatives to exceed the heightened sales targets:
- Created new hire training modeling pitches from top performers
- Developed scenarios to help agents match features and benefits to customer needs
- Devised agent incentive plans linked to client revenue generation and ROI
- Modeled WOW calls (outstanding service examples) for agent download
- Provided WOW call library segmented by product type for easy access
- Increased supervisor accountability for team success with weekly outlier call focus
Results
The innovative solution helped the client achieve cost-neutral growth in overall sales, sales amount per customer, and upsells:
- 80% more units sold in first year of enhanced program
- 22 additional units sold per hour during first year of enhanced program
- $318,000 increase in annual revenue, without increase in cost of support
- 96% success rate when accessories offered to customers
