Case StudyTelecom Quality Assurance

LEADING GLOBAL

TELECOMMUNICATIONS COMPANY

IMPROVES CHAT SALES THROUGH

QUALITY MONITORING INITIATIVE

LEADING TELECOMMUNICATIONS PROVIDER

Prominent in the mobile phone and communications industry, this major business owns

and operates one of the largest 4G LTE network in the United States. They offer data and

voice services to more than 200 countries around the globe, to their 93 million (and growing)

customers worldwide in over 2,000 retail locations. The telecommunications giant also offers

in the nation.

THE CHAT SALES PROBLEM

providers. In an Internet-oriented world, most transactions occur online, making it vital for

companies to provide the same level of customer service and proactive engagement online

as they would in person. Click-to-Chat programs have greatly aided in online purchases, but

rigorous and continuous agent training and improvement are also necessary to raise both sales

and conversion rates.

campaign. They were facing incremental growth in their chat sales that was far below their

expectations. The telecommunications provider needed a new set of eyes to see what they

could improve upon in their program, and a partner that could teach them how to continually

improve their online chat team and increase sales and conversion.

Sales Conversion Below Goal

10%

15%

5%

0%

20%

Month 1 Month 2 Month 3

18%

15%14% 16%

The Telecommunications Company consistently underperformed and could not reach its goal of

an 18% conversion rate.

Experienced People. Innovative Technology. Remarkable Results.

Case StudyTelecom Quality Assurance

2 of 3Copyright © 2013 Etech Global Services. All rights reserved.

The eTech gLobaL services soLuTion

The solution was carefully researched and applied to produce long lasting results. After scrubbing existing sales chats, Etech Global

Services designed a Quality Assurance checklist/Audit form. The team derived the ideal sample size of the interactions at the agent

level in order to identify specific skills, behaviors, and processes that needed improvement to increase sales conversion. Etech

calibrated with the service provider for a week to ensure complete alignment with their sales process and product knowledge.

The Etech Quality Monitoring team evaluated a weekly sample of 400 non-sale interactions across all chat agents and captured every

opportunity with respect to agent skills and gaps in the sales process. The raw data was analyzed and reported at both the agent

and team level. Specific reasons for low conversion were identified and reported in the form of 80/20 charts along with the raw data.

Analysis and weekly trend charts were conducted to track improvements in agent behavior, agent skills, and other sales processes. The

Etech Quality Monitoring team provided specific agent level feedback for coaching purposes while tracking agent progress.

resuLTs

Etech Global Services’ work was extremely successful. The service provider used the quality monitoring findings and data to improve

the content of their training programs. Agent level coaching and feedback utilized by Etech was used for daily agent coaching. When

these methods were implemented, sales conversion increased consistently over three months. The online chat agents sold over

thousands of units per month, and continually sustained those improvements. The unbiased data, trends and coaching provided by the

Etech Quality Monitoring team resulted in improved agent coaching effectiveness and improved the online chat sales program.

25%

20%

15%

10%

5%

0%

30%26%

21%

18%

Improve Follow up

Improve Rebuttals

Improve Assume The

Sale

Improve Listening

Didn't O�er Right Product

Decrease High Response

Time

9%8%

6%

Analyzed Reasons for Low Conversion

Review and analysis revealed that follow-up and rebuttals were the top two reasons for the low conversion rate.

Case StudyTelecom Quality Assurance

FOR MORE INFORMATIONcall us

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email us

936.559.2258 www.etechgs.com

info@etechgs.com

W H O I S E T E C H G L O B A L S E R V I C E S ?Etech Global Services is a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat. We understand the importance of customer relationships and are committed to making a remarkable difference for our clients. That’s why all of our solution strategies are driven by the ‘voice of the customer’. Our stringent QA process ensures a customer experience that’s always improving. We also gather critical business intelligence data from each customer interaction. We do everything with the highest integrity and quality possible. These differences allow us to provide innovative technology, industry-leading service, stellar CSAT scores, and high performing sales solutions that enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Copyright © 2013 Etech Global Services. All rights reserved.

25%

20%

15%

10%

5%

0%

30%26%

16% 17%

21%

Improve Follow up

Improve Rebuttals

Improve Assume The

Sale

Improve Listening Right Product

Decrease High Response

Time

8%

3%6%

2%

Low Conversion Reasons and Improvement Trend

18%

12%9%

5%

Drop in % opportunities from previous month

(2 months comparison)

By identifying low performers, implementing aggressive coaching plans, performing live

QA monitoring and analyzing data with a six sigma improvement approach, Etech Global

Services was able to improve on the top reasons for lost conversion opportunities.

Etech Global Services surpassed the conversion rate goal resulting in incremental rev-

enue for the client.

10%

15%

5%

0%

20%

25%

Month 1 Month 2 Month 4Month 3 Month 5 Month 6

Sales Conversion Improvement

18%

15% 14%16%

20% 19%21%

Sales Conversion Trend Sales Conversion Target

Sales Improved

by 6%

Experienced People. Innovative Technology. Remarkable Results.