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 oﬀer the right entertainment packages to satisfy customers, particularly those actively considering competitor products. In addition, the agents were unable to accurately proﬁle 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 eﬀective agent coaching and training.
Firstsource implemented ‘Xsellerate’ Virtual Sales Coach – a solution designed to optimise the training process for the sales team. The solution identiﬁed the following gaps:
- A highly diversiﬁed product portfolio made it challenging for agents to understand and prioritise customer needs.
- Inconsistent scripts, lack of insights into competitor products and inadequate training in handling objections further hindered agent performance.
- The result: poor conﬁdence levels negatively impacted sales conversions and ability to cross-sell/upsell.
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:
- Enhanced agent knowledge across various product oﬀerings and competitor products, improving their conﬁdence levels and enabling them to provide the right responses and oﬀer relevant packages to interested customers.
- Created various scripts to help agents handle a wide range of situations (including strong customer objections) rather than being taken by surprise.