The client is a leading entertainment company headquartered in the UK, with over ￡10bn revenue. It employs over 30,000 people and serves 20 million customers across Europe.
The client’s customer service agents lacked adequate knowledge of the company’s products. This hindered their ability to handle objections and o?er the right entertainment packages to satisfy customers, particularly those actively considering competitor products. In addition, the agents were unable to accurately pro?le customers and prioritise their needs, leading to sub-optimal results. Over a period of three months, 63% of agents were able to convert only 10% of the opportunities. The client was therefore looking to empower its agents by equipping them with in-depth product and competitor knowledge.
The client evaluated multiple BPM service providers and chose Firstsource for its deep expertise and proven track record in analysing agent performance and enabling e?ective agent coaching and training.
Firstsource implemented ‘Xsellerate’ Virtual Sales Coach – a solution designed to optimise the training process for the sales team. The solution identi?ed the following gaps:
Based on the observations, the Firstsource team replaced the conventional model of coaching and feedback with a more consistent and systematic one. The new training model:
The new approach to training helped transform the client’s agents into product experts and improve their communication skills, leading to contextual customer conversations, superior customer satisfaction and higher revenues.
To learn more about Firstsource’s Xsellerate Sales Coach solution, email marketing@?rstsource.com or visit firstsource.com
Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
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