A multinational wireless company ranked in the top 50 of the Forbes 500 – and in the Fortune 50 – with annual revenue of over $168B in 2021.
The wireless company operates in a mature and extraordinarily competitive landscape and found its sales agents’ performance had plateaued. The company was looking for a technology solution that would help them address and correct the disparity between their top- and bottom-performing agents. Their goal was to “raise the floor” on overall performance, while driving increased growth. What they needed was a different and more scientific approach.
The decision was made to deploy the XSELL real-time coaching solution, empowering every agent through delivery of proven strategies and methodologies and allowing every agent to perform like the company’s best agent. XSELL deployed proven causal strategies, leading to agent performance boosts, which in turn, reduced attrition and lowered contact center costs.
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 did they find? The same old replies, rather than surfacing new insights.
Truthfully, even great agents couldn’t pin down what made them successful. They assumed everyone handled customer interactions the same way – and that the same practices should yield the same results.
Lacking these elusive insights, the standard process was to promote their best agents to Team Lead roles, hoping that the wisdom of the best agents would rub off onto other agents through “random acts of coaching.”
But as we all know, hope isn’t a bankable strategy.
After exhausting its internal options, the wireless 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 targeted 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. Agents 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 successful outcomes, reducing stress on the agents and improving overall performance.
Agent attrition was reduced by 35% and the path to proficiency for new agents was cut from six months to just 14 days. New agents were also earning more compensation than seasoned agents – and 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 guessing – or by using random acts of coaching
- Had metric-proven transcripts for moments of opportunity
- Had strong results and outstanding business support showing the conversational AI journey was firmly underway
XSELL is the leader in conversational AI for contact center agent optimization. Through patented AI technology that 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 required. By providing your agents with the tools to succeed and real-time coaching across every interaction, agents are trained faster, produce more, and stay longer.
XSELL Technologies – Know Us By Our Results.
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 for Automation and Innovation