Customer Success Story
Revolutionizing Sales Channels: A Case Study in Wireless Carrier Expansion
The Challenge
The primary challenge for the wireless carrier was twofold. Firstly, it needed to reduce the significant operational costs associated with its retail stores while maintaining or even enhancing its subscriber acquisition and retention efforts. Secondly, it recognized the potential of alternative sales channels, such as telesales, but had only managed to generate a mere 2% of its sales through these channels. To thrive in a highly competitive market, the carrier needed to maximize the efficiency and effectiveness of its customer acquisition and support processes.
The Solution
Recognizing the carrier’s need for a transformative approach, TSI devised a comprehensive solution that revolutionized the company’s sales channels. TSI’s innovative approach included a blended sales offering that encompassed inbound and outbound customer acquisition, up-selling, and cross-selling. This approach leveraged the power of telesales, tapping into the potential of remote customer engagement to drive growth while minimizing overhead costs.
Key elements of TSI’s solution included:
- Customized Sales Scripts: TSI collaborated closely with the wireless carrier to develop tailored sales scripts that resonated with customers and effectively communicated the carrier’s value propositions.
- Quality Processes: Rigorous quality control processes were implemented to ensure the highest standards of customer interactions.
- Technical Support Solution: TSI introduced a specialized technical support solution designed to cater to hearing-impaired customers, making it easier for them to pay bills and receive technical assistance. Custom Applications: TSI’s IT team created bespoke applications to track and optimize agent performance, providing valuable insights for ongoing improvement.
The Results
The collaboration between the wireless carrier and TSI yielded remarkable results, transforming the carrier’s business model and market position:
- 60% Reduction in Call Center Cost per Unit: TSI’s innovative approach led to a substantial reduction in the cost of customer acquisition and support, driving down operational expenses significantly.
- 300% Increase in Handset Sales: The carrier experienced a threefold increase in handset sales, highlighting the effectiveness of the telesales channel.
- Telesales Channel Growth: From a meager 2%, the carrier now generates up to 20% of its sales through telesales channels, diversifying its revenue streams and reducing reliance on costly retail stores.
- Benchmark for Outsourcing Providers: TSI’s collaboration extended beyond sales, influencing the carrier’s overall outsourcing strategy. The processes, training, and quality benchmarks established with TSI became the gold standard for all outsourcing providers.
- Global Presence: Today, TSI operates with more than 3,000 agents across six call centers worldwide, serving as a testament to the enduring success of this partnership.
- Client Recognition: TSI’s dedication and excellence were rewarded with the client’s Top Sales Vendor Awards year after year, underlining their pivotal role in the carrier’s growth story.
In conclusion, this case study showcases how a visionary partnership between a leading wireless carrier and TSI not only addressed operational challenges but also unlocked substantial growth opportunities. By embracing innovative sales channels and streamlining processes, the carrier not only reduced costs but also thrived in a competitive market, ultimately redefining the industry standard for customer engagement and sales strategies.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
