Case Study: a multinational wireless company boosts agent performance with XSELL Technologies

Wireless Company Uses XSELL to Breakthrough Plateaued Agent Performance Generated over $130M net margin creation in 2 years

Multinational Wireless Company, a top-10 Forbes 500 wireless provider with more than $169B in revenue, faced plateaued sales performance in a highly competitive market and wanted to close the gap between top- and bottom-performing agents. Lacking clear insights into what made its best agents successful, the company turned to XSELL Technologies for a more scientific approach, using real-time conversational AI coaching to improve agent performance.

XSELL Technologies first deployed its real-time coaching solution with new hires and compared results against the legacy system, then expanded rapidly across the contact center. The platform helped deliver about a 40% sales lift for XSELL users, a 68% year-over-year increase in sales conversion rate, 35% lower attrition, and $130M in net margin creation over two years, while cutting new-agent ramp time from six months to 14 days.