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CASE STUDY

AI-powered insights, expert training drive sales surge in 2 weeks

TTEC’s unique Service to Sales methodology jumpstarts revenue and boosts CSAT

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27% increase in revenue per agent in pilot
2x net revenue increase
+3 Increase in CSAT
 

The challenge

Associates at a major telecommunications company were struggling to uncover and convert sales opportunities during customer service calls. The brand was leaving money on the table because associates couldn’t efficiently identify upsell or cross-sell opportunities and they weren’t delivering the right sales messages to the right customers in crucial moments.

With net overall revenue and revenue per associate lagging, the brand needed a new sales approach.

Our Solution

We quickly put our Service to Sales solutions to work for the client. Our approach uses AI-powered conversational and business intelligence to listen to all customer interactions (not just some) and glean insights.

We then used our award-winning sales playbook to help the company improve associate performance in converting sales. We enhanced associate coaching through AI-enabled 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 among 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.

 

Learn more about our Service to Sales solutions

Sales and service teams to help turn every customer interaction into an opportunity for growth

 
Turn-Key Operational Model

Leverage training, coaching, and reporting to shift care associates into "super-care" associates.

Next Best Action

Deploy our analytics engine to custom tailor every offer to each unique situation, based on a customer's previous purchases or behaviors.

 
Service to Sales Technology

Use AI to predict how likely a customer is to make a purchase and know what and when to sell with automated and personalized engagements.

Real-Time Dynamics

Get the pitch right with dynamic scripting, which incorporates sentiment and speech analysis to empower the team with the right responses for the right situations.

 
Cross-sell & upsell

Increase the lifetime value and incremental revenue of customers by tailoring offers to complement and enhance their satisfaction and grow customer loyalty.

Inside Sales as a Service

Our sales outsourcing teams utilize the most advanced marketing, sales, and automation technologies to help you gain customers, improve customer loyalty, and increase customer lifetime value.

 
 
 
Ready to turn service conversations into sales opportunities? And increase customer lifetime value.