CASE STUDY
20% reduction in customer complaints.

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Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?

P_Telecommunications provider improves net promoter score by 53%_AUG2023_inside

Download this case study to learn:

In this case study discover how a customer remediation model:

  • Decreased customer complaints by 20%
  • Reduced case management activity by 70%
  • Improved average handling times by 22%
  • Increase net promoter score (NPS) by 53%
  • Reduced customer transfer rates by 83%
  • Exceeded sales performance targets by up to 103%.


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INTERNATIONAL AIRLINE INCREASES ANCILLARY REVENUE BY 97% WITH SALES OPTIMIZATION PROGRAM

97%

increase in ancillary revenue

$4M

million increase in voice channel revenue

40%

improvement in sales team performance

THE CLIENT

A leading low-cost airline operating internationally.

THE CHALLENGE

The client wanted to boost ancillary revenue by evolving its individual product offering (flight only) to a comprehensive holiday package for its customers. This ‘full vacation experience’ package was to include flights, car hire, hotel bookings, in-flight meals and entertainment. This meant diversifying their revenue streams to deliver customers with a more holistic travel offering.

They also wanted to enhance their operating costs and profit margins by increasing contact center revenue and sales conversion percentages.

THE SOLUTION

Probe CX was engaged to perform workshops with external travel agents to grasp valuable insights into travelers’ preferences and purchasing triggers.

Key takeaways included:

  • Travelers prioritize convenience and a hassle-free experience.
  • Limited transport options in some destinations make hire cars attractive for flexibility.
  • A four-hour flight offers time for relaxation and entertainment.
  • Recognizing value, in-flight entertainment often beats movie ticket costs.

These insights led to the launch of a sales optimization program. The aim was to increase sales conversion percentages and revenue through improved sales hiring, training and onboarding, quality management, operational process and opportunity handling.

The program implemented a range of activities:

Coaching triads and quad sessions led by senior managers.
Coaching triads and quad sessions led by senior managers.
Data-driven sales process enhancements.
Data-driven sales process enhancements.
Revised agent scorecards and sales KPI targets.
Revised agent scorecards and sales KPI targets.
Revised agent scorecards and sales KPI targets.
Revised agent scorecards and sales KPI targets.
Ongoing reviews and updates of sales incentives.
Ongoing reviews and updates of sales incentives.
Scenario-based sales assessments and targeted hiring.
Scenario-based sales assessments and targeted hiring.
Daily real-time sales and revenue performance assessments.
Daily real-time sales and revenue performance assessments.
Segregated sales and service queues with skill-based routing.
Segregated sales and service queues with skill-based routing.
Monthly continuous process improvement sessions for strategic sales management.
Monthly continuous process improvement sessions for strategic sales management.
Revamped sales process and refined customer profiles.
Revamped sales process and refined customer profiles.
Calibration sessions for quality focus and evaluations.
Calibration sessions for quality focus and evaluations.

THE RESULT

The implementation of the sales optimization program resulted in:

A 97% increase in ancillary revenue per call
97% increase in ancillary revenue per call
A 40% improvement in sales team performance with over 70% of sales employees achieving or exceeding targets
40% improvement in sales team performance with over 70% of sales employees achieving or exceeding targets
A $4 million increase in voice channel annual revenue
$4 million increase in voice channel annual revenue
A 28% increase in revenue per transaction versus the previous year.
28% increase in revenue per transaction versus the previous year
A $3.4 million increase in ancillary revenue per quarter
$3.4 million increase in ancillary revenue per quarter
A 17% annual increase in sales conversions.
17% annual increase in sales conversions.