Switching from older technologies like DSL to new fiber internet options should be an easy choice, but convincing customers to make the leap can be challenging due to concerns about service disruptions and the hassle of switching. Our client, a leading telecommunications provider, faced this hurdle as they aimed to accelerate fiber internet adoption among their existing customers. However, they turned these challenges into wins by partnering with us and leveraging our contact center expertise and strategic outbound sales approach.
Our Customer-Centric Approach to Driving Sales
As a strategic contact center partner, we understood that a one-size-fits-all approach wouldn’t deliver the results our client needed. So, we developed a customized outbound sales strategy that addressed the unique needs of different customer segments. Here’s how we made it happen:
1. Crafting Targeted Outbound Campaigns
We designed targeted outbound campaigns tailored to specific customer groups—ranging from video-only users to those still relying on outdated DSL connections. Each campaign was optimized for engagement and conversion, ensuring that the messaging resonated with the right audience.
2. Addressing Customer Concerns
By closely collaborating with our client, we gained insights into their customers’ preferences. Together, we used this information to craft special offers and incentives that directly addressed these concerns, making the transition to fiber internet more appealing.
3. Leveraging Advanced Contact Center Technology
We utilized machine learning, customer-agent matching, and data appends to identify and reach customers who were likely to be interested in fiber or higher-speed internet. With sophisticated voice analytics and automated dialing, we were also able to connect with previously elusive customers, boosting our outreach effectiveness.
4. Optimizing Workforce Management
Efficient engagement was key to our success. We implemented strategic workforce management techniques to enhance contact rates for outbound dialing, ensuring that our team connected with the right customers at the right time.
The Results: Exceeding Expectations with Outsourced Sales Solutions
Our tailored approach and cutting-edge contact center technology yielded impressive results. We consistently surpassed sales targets, achieving an average of 1,200 sales per month—20% above the goals set by our client. Additionally, we saw a significant 24% increase in our Sales Per Hour (SPH) metric compared to previous efforts. What started as a pilot program with only four contact center agents has grown to 50 full-time employees (FTE) and counting.
For more details on how we turned this challenge into a big win for our telecommunications client, and how we can do the same for you, check out our Use Case.
