Case Study: Communications, Media and Technology Company achieves 62% higher sales conversion with TTEC

Communications, Media and Technology Company - Customer Case Study

TTEC worked with a Communications, Media and Technology Company, a high-ranking U.S. cable operator serving more than five million customers across 27 states, to fix underperforming click-to-chat and inbound sales channels. The company needed a better way to generate new subscribers, improve customer satisfaction, and reverse a steep decline in sales performance.

TTEC designed and supported a new sales program, transitioning voice and click-to-chat operations to a new team of revenue generation associates. Through candidate selection, customized training, and a customer-first approach, TTEC helped boost sales conversion by 62%, increase revenue per chat by more than 50%, and achieve 97% order-entry accuracy. In the first six months, the program added 93,000 new customers and generated over $220,000 in recurring monthly revenue.