Sitel’s eChat Delivers 187% Sales Improvement for Telecom Leader

Featured Industry: Media & Telecommunications

North American telecommunications and media company providing residential and business services for telephone, mobility, television and DSL.

Solutions Utilized

The opportunity

As part of a 13-year partnership, Sitel Group provides over 150 agents handling eChat, and more than 1,600 agents globally supporting customers across many channels and languages. Together, Sitel Group and the client collaboratively identified some very distinct opportunities to improve conversions and sales.

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Our solution

Sitel Group developed an operational plan to optimize sales chat through training improvements.

Client's Objectives

  • Increase new acquisitions and revenue
  • Improve CSAT throughout the process
  • Outperform onshore partner results

Services Provided

  • Sitel Group implemented training and process improvements to increase new acquisitions
  • One-stop solution for all customer pre-sale questions and online sales
  • Quartile-wise focus and training to meet/exceed results
  • High-quality services in both English and French

The results

Sales improved by 187% and exceeded customer experience results
Sales conversion rate improved from 2.4% to 8.3% YOY
Service grew from 12 agents to 400+ FTE across three sites in the first six months
Partner expanded this business with Sitel Group by 175% for English and 60% for French, based on successful results and outperformance of another onshore partner

5.9%
increase in sales conversion

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