Case Study: Leading Security Technologies Company achieves 119% of sales target with CSS Corp

A holistic process that trains, reviews, rewards and motivates agents to look beyond just solving a customer’s problem

CSS Corp worked with a leading security technologies company that serves 150 million users across 170 countries. The customer’s support team struggled to meet sales targets consistently because only a few agents were driving most sales, the agent tracker lacked new product offerings, and the existing rewards process was slow and not very motivating.

CSS Corp reengineered the support sales process with agent training, tighter operational tracking, and a revamped rewards and recognition program. The solution included cross-sell/upsell training, mock and live calls, bi-hourly performance reporting, weekly targets, and instant rewards, helping the team improve performance and achieve 119% of the sales target, contributing up to US$32,000 per month in revenue.