Case Study: America’s Top Telecommunications Company boosts sales conversion with Cresta

How America’s top telecommunications company used Cresta to close the sales gap between BPO partners

The telecommunications company, a top U.S. wireless carrier, faced a sales performance gap across its multiple BPO partners, who all operated in silos without consistency. The company lacked visibility into these operations and needed a way to drive revenue-boosting behavior change, leading them to partner with Cresta and implement its Agent Assist and Coach products.

Cresta's solution provided real-time visibility into agent performance across partners, enabling managers to track conversations and design targeted coaching plans. The results included a 4% increase in revenue per chat, and agents who adhered to a key behavior saw a 50% higher conversion rate. Cresta's tools helped identify underperforming locations and reinforced successful sales tactics.