One of Sweden’s leading telecommunications companies was experiencing flat growth, and was looking to boost sales in the light of recent acquisitions. With the acquisition came an expanded product and service portfolio so they wanted to capitalize on the opportunity to increase APRU through service to sales.

The challenge

Getting the contact center staff and management to embrace a new culture, where offering new services to clients posed a significant mindset challenge. Cross and upsell had always played a part in the service environment but had never been the focus.

 

Transcom’s solution

We implemented a three-step plan to change the culture and maximize results: 

 

Step 1: Retrained all of the contact center front line staff and management

Step 2: Installed a sales organization

Step 3: Re-designed the compensation model for all agents and management

 

The outcome

Each month, Transcom is generating additional revenue for the client by converting nearly 5% of all service calls into a sale. We have achieved all of this while maintaining NPS and interval performance above target.