Global Wireless Company

Wireless Company Uses XSELL to Breakthrough Plateaued Agent Performance

Generated over $130M net margin creation in 2 years
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0 %
Increased sales conversion rate YoY
0 %
Reduced attrition
$ 0 M
Net margin creation in 2 years

Company Overview

A multinational wireless company ranked in the top 10 of the Forbes 500 with a revenue of over $169B in 2021.

Situation

This wireless company operates in a mature and extraordinarily competitive landscape. They found its sales agents’ performance plateaued. The company sought a solution that would correct the disparity between their top- and bottom-performing agents. Their goal was to “raise the floor” on overall performance and drive increased growth. What they needed was a different, more scientific approach.

They turned to XSELL Technologies to empower every agent to win by helping them perform like the company’s best agent. Proven causal strategies boost agent performance, which in turn reduce attrition and lower contact center costs.

Challenge

Like many others, this company’s call center leadership conducted focus groups to identify what worked best for its top-performing agents. They wanted to unlock a secret formula for agent success. What they got was the same old replies rather than new insights. Truthfully, even great agents couldn’t pin down what made them successful. They assumed everyone handled customer interactions the same way and should have the same results. Lacking these elusive insights, the standard process was to promote its best agents to Team Lead roles hoping their best agent’s wisdom would rub off to other agents through “random acts of coaching.” But as we all know, hope isn’t a bankable strategy.

The results came quickly, and the advantage XSELL created for agents was dramatic. Those who used XSELL delivered a sales lift of ~40% over non- XSELL agents. Not wanting to wait a day longer to improve, the company’s Operations department requested that all agents be transitioned to XSELL immediately.

Conversational AI is a learning journey, but one that has the potential to create tremendous value for an enterprise. The XSELL solution makes it infinitely accessible.
Digital Transformation Team Lead
Center Automation and Innovation

Solution

After exhausting its internal options, this company found a path to success with XSELL Technologies. Knowing change can be difficult among tenured agents, the first deployment of XSELL’s real-time coaching solution was to new hires. Half of them started with XSELL and half with the legacy system. The differences would be quantified in tool utilization, gross adds, revenue, and lifetime value (LTV).

The results came quickly, and the advantage XSELL created for agents was dramatic. Those who used XSELL delivered a sales lift of ~40% over non-XSELL agents. Not wanting to wait a day longer to improve, the company’s Operations department requested that all agents be transitioned to XSELL immediately.

While powerful, sales weren’t the only area the XSELL solution improved.

Creating an enjoyable and efficient interaction builds customer loyalty, trust, and smiles. XSELL’s resolution pathways supported agents as they guided customers toward a successful result, reducing stress on the agents and improving performance.

Agent attrition was reduced by 35%. Moreover, a new agent’s path to proficiency was cut from six months to 14 days. New agents were also earning more compensation than seasoned agents. This “paycheck moment” caused tenured agents to demand the XSELL tool ASAP. Overnight, centers moved from a push strategy to a pull strategy. That accelerated expansion to all agents and carried XSELL into voice deployments.

Using XSELL, the wireless company:

  • Operated on data instead of guesses
  • Had metric-proven transcripts for moments of opportunity
  • Had strong results and outstanding business support showing the conversational AI journey was firmly underway

The Factor

XSELL is the leader in conversational AI for contact center agent optimization. Through patented AI technology which blends machine predictability with human authenticity, XSELL empowers customers to listen, learn and support agents in real-time with the exact information they need to exceed customers’ expectations and deliver top-performer experiences. This human-in-the-loop approach is what makes XSELL substantially more effective than other solutions.

XSELL makes every agent your best agent by closing the delta between top- and bottom-performing agents on day one with almost no training. By providing your agents the tools to succeed and real-time coaching on every interaction, they are trained faster, they produce more, and they stay longer.

XSELL Technologies – known by proven customer results.

Discover how our team can make every agent your best agent

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