How UnifyCX Helped a Wireless Service Provider Achieve a 109% Sales Increase
Opportunity
Our client is a wireless service that offers high speed data, unlimited talk and text, plus a free Android™ smartphone at no cost to qualifying customers. Their focus was on providing customer service and technical support.
In mid-April, the client informed us that effective in May the sales focus would change from an optional upselling focus to a $50.00 average per associate per day goal. In line with the new sales expectation the QA guideline was adjusted to make it mandatory for all reps to transition to a sales offer.
Solution
The team revamped and communicated a new incentive structure aligned with the client’s expectations while also refreshing QA practices and delivering targeted sales training. Active members and new hires were trained on products, and daily calibration sessions were held to identify and address specific employee challenges. Sales performance visibility was provided through hourly, daily, and weekly reports. Motivational budgets were used to boost sales, with 1:1 sessions for recurrent outliers and an increase in audits. Collaboration with clients and training departments focused on sales opportunities and best practices. Additionally, the program was migrated to a new dedicated space, with seating adjustments and shadowing sessions implemented for performance improvement.
Results
- Our team generated $78,929.91 in revenue for our client in the first 5 months.
- We have increased our sales percentage by 109.42% compared to the previous period.
