customer references
The Client
Is a leading computer manufacturer that provides a broad range of computer products for the consumer and enterprise markets.
The relationship began with the provision of customer care services, expanding to include sales and technical support, across voice, email and chat platforms, serving both the client’s consumer and business markets.
The Challenge
How we can provide value to the client’s non - strategic customer support services and how we can create an opportunity for the client to increase their revenue.
The Solution
- Implementation of a callback queue, a best practice that had positive results from another line of business
- Regular product knowledge and refresher sales techniques training, to ensure consistent performance.
- TELUS International agents pioneered the use of Chat as a sales channel in their consumer sales group
- TELUS International generated over US$350M in sales revenue in 2006
- TELUS International has transformed one of the client’s queue from a necessary support queue to a revenue generating queue, increasing the sales target to as much as 68% for Close Rate and 27% for Average Order Value over the course of 4 years.
- The whole TELUS International Sales practice is ranked by the client 1st out of 3 sites over the past 3 quarters