Telecom Giant Improves Contact Performance in 7 Key Areas with XSELL
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.
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.
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.
The telecom company wanted to explore if utilizing the XSELL real-time coaching solution in its service queues could:
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.
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:
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.
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