International Telecommunications

Telecom Giant Improves Contact Performance in 7 Key Areas with XSELL

44% improvement in upsell/cross-sell conversion
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Improvement in resolution rate
0 %
Reduction in average handle time
0 %
Reduction in transfers

Company Overview

One of the world’s largest telecommunications companies with more than 200M customers. It is also a top provider of mobile telephone services in the United States. Its stock is traded on the New York Stock Exchange and is part of Standard & Poor’s 100 Component.

Situation

This telecommunications company searched for a solution that improved agent performance while maintaining its position in a highly competitive marketplace. The mission was clear: increase close rates on service contacts to grow revenue. At the same time, the solution had to improve the customer service experience. The goals would be measured by conversion rate, resolution rate, average handle time, transfers, repeats, and customer satisfaction.

Using XSELL they learned that no two agents require the same support — but they all like working with a safety net. That’s the genius of XSELL’s real-time coaching. It meets agents on their terms, delivering statistically proven strategies used by your best-performing agents — at the moment it matters most.

When agents use proven, real-time coaching in their moments of opportunity, their sales soar.

Challenge

Escalating calls to experienced or specialized agents is very costly. To support future growth and take pressure off tight margins, this telecom company needed effective and efficient processes that guided agents. They sought an intelligence platform that would upgrade its existing toolset to deliver a better customer and agent experience.

Prior to XSELL:

  • Centers experienced high levels of inconsistency in agent performance, with the top 20% delivering the majority of positive outcomes
  • Ramp time for agents was as high as 180 days — which negatively impacted team success as new agent performance lagged tenured peers
  • Cultural nuances in offshore contact centers impacted conversation success and were an obstacle to the delivery of a consistent customers experience

The telecom company wanted to explore if utilizing the XSELL real-time coaching solution in its service queues could:

  • Assist agents with cross-sell/upsell
  • Help teams increase their pitch rates with real-time coaching on what, when, and how to make an offer
  • Improve outcomes like first contact resolution, repeats, transfers, customer satisfaction, and average handle time
  • Increase compliance with legal and regulatory mandates
  • Reduce coaching observation time

Thanks to its straightforward integration capabilities, the solution was easily plugged into their legacy chat and voice technology platforms. The XSELL Client Success team then provided hands-on training to build rapid utilization for 22,000 agents.

Deploying cutting edge technology in a Fortune 10 company can be stressful, to say the least. Expectations are always high, and potential calamity always looms on the horizon. I found XSELL to be an amazing partner that always delivered exactly what they promised. Ultimately, that partnership and their results earned them a place in our ecosystem.
Senior Manager
Fortune 50 Telecom
I can't function without XSELL. XSELL lets me sleep at night, knowing I’m on track with my QA statements, hitting 100% of the actions in my conversations, and I know I won't have any surprises in my next QA review.
Call Center Agent
Fortune 50 Telecom

Solution

XSELL deployed its solution to support agents in real-time. It leverages artificial intelligence to analyze each agent’s conversation as it happens, harvest behaviors, and then suggest proven strategies used by the company’s top-performing agents in each moment of opportunity.

The XSELL solution continued improving with each interaction using machine learning, artificial intelligence, and human authenticity. Each customer comment makes it better.

The telecommunication company rolled out XSELL to 500 agents with plans to expand rapidly. Thanks to its straightforward integration capabilities, the solution was easily plugged into their legacy chat and voice technology platforms. The XSELL Client Success team then provided hands-on training to build rapid utilization for every agent.

All projected outcomes have been achieved, and success continues. The additional XSELL highlights included:

  • Rapid adoption by 22,000 agents
  • 4% reduction in repeats
  • 3% improvement in customer satisfaction
  • 35% reduction in agent attrition

The Factor

XSELL provides THE market-proven chat and voice solution that makes every agent better.

Top agents don’t want to be on a leash. Low-performing agents need all the support they can get. XSELL Technologies, the leader in conversational AI for contact center agent optimization, serves both groups — and every agent in between. XSELL’s adaptive contact center solution guides agents in every moment of every interaction, no matter the path the conversation takes. This advantage empowers every agent to perform like your best agents with faster handle times, fewer transferred calls, and increased conversions – all while building rapport and trust.

Whether your contact centers are in New York, New Delhi, or anywhere else, count on XSELL to have them covered. They’ve successfully onboarded and continue to support thousands of English-speaking agents around the world.

Furthermore, XSELL provides the only real-time coaching solution that’s enterprise-ready and one hundred percent compliant to the core. Trusted by 6 of the Fortune 50, you can count on uncapped scalability that handles customer interactions with no- to low-latency all in real-time.

XSELL Technologies – known by proven customer results.

Discover how our team can make every agent your best agent

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