Case Study: a major telecommunications company improves contact performance with XSELL Technologies

Telecom Giant Improves Contact Performance in 7 Key Areas with XSELL 44% improvement in upsell/cross-sell conversion

XSELL Technologies worked with a major telecommunications company, one of the world’s largest, to improve agent performance, boost close rates, and maintain strong customer service in a highly competitive market. The company needed to reduce transfers, improve resolution, shorten handle time, and support a large, inconsistent agent base with long ramp times and offshore complexity.

XSELL Technologies deployed its real-time coaching solution across voice and chat channels, using AI and machine learning to guide agents in the moment with proven behaviors from top performers. The rollout expanded rapidly from 500 agents to 22,000, delivering a 44% improvement in upsell/cross-sell conversion, a 6.5% improvement in resolution rate, a 21% reduction in average handle time, a 23% reduction in transfers, a 4% reduction in repeats, a 3% increase in customer satisfaction, and a 35% reduction in agent attrition.