Telco - Click-to-Chat Support to Increase Sales and sales conversion with the help of our Quality Assurance Expertise

Client Profile

A leading fortune 500 Telco client catering to US consumers.

Situation

This leading Telco service provider desired to increase sales and overall conversion to meet and increase their overall revenue. The industry standard is 14% sales conversion.

Etech Solution

The Solution was designed around Etech’s proven past experience on the Telco chat sales. With the help of our quality assurance services we designed an improvement process with the six sigma approach to improve sales conversion and sustain the results. The improvement process approach was as follows:

• The QA team designed a quality audit form customized to ensure we capture all possible reasons impacting overall sales conversion
• The QA team audited a statistically valid sample of the sales interactions to identify gaps in the sales process and approach
• Parallel root cause analysis was done to get deeper insights on any external factors affecting the agent’s morale which in turn affecting sales conversion
• With the help of data captured through audits and analytical tools like Pareto chart, fishbone analysis and process deviation charts we were able to identify the root causes for low conversion
• In consensus with the front line sales managers we developed an action plan to improve conversion
• As a third party unbiased QA team we played the role of a consultant to help implement the action plan to drive sales conversion

Analysis Pareto chart (80/20 chart)

• Correlation of audit parameters with Sales conversion: Our audit forms are well aligned with client expectations and capture relevant opportunities to improve and drive sales conversion.

Results

• With the help of quality assurance and process improvement approach (DMAIC-Define, Measure, Analyze, Improve & Control) we were able to improve sales conversion from 13% to 18% and consistently sustain results at 16% and above.

Results

Client’s Response

• Client was very pleased with our efforts.
• Client has transitioned all of the chat sales business to Etech.
• Client is planning on expanding Etech’s scope of work to include other sales and service channels and is currently running a pilot project at Etech.