The biggest challenge was to get the contact center staff and management to embrace a new culture, since offering new services to clients posed a significant mindset challenge.
We implemented a five-step plan to transform the culture and maximize results:
Step 1: Retraining all front line staff and management
Step 2: Replacing a significant part of the staff
Step 3: Reworking coaching and monitoring concepts
Step 4: Providing visibility on real-time conversion rate, sales, and AHT
Step 5: Re-designing the compensation model
Each month, Transcom is generating over €900K in additional revenue for the client, converting nearly 5% of all service calls into a sale.
For five years running, Transcom has been the benchmark leader among 3 external vendors and several in-house sites.
We have achieved all of this while maintaining NPS and interval performance above target.