Tier 1 and 2, B2B and B2C customer care, sales, back office support
Voice, email, chat
Mobility broadband and data services, Internet protocol TV (IPTV), satellite TV, fixed-line telephony, mobile telephony, wireless, HD channels, premium mobile video content.
To support continued revenue growth, the telecom and media company engaged VXI to sell premium subscription television packages to new and existing customers via outbound telemarketing. To be successful, the client needed not only an efficient approach to sales, but the ability to deliver a positive, memorable and professional customer experience.
VXI staffed a dedicated contact center with professionals possessing a clear understanding of the client’s broad selection of communication products, entertainment packages, and changing promotions as well as the target audience for each. The sales advisors also needed to be well-versed in complying with complex regulatory requirements.
VXI selected qualified advisors via VXI Talent Match Pro and trained them using VXI Training Simulator. With its VisionQA quality scoring and management platform, VXI identified areas of improvement on which to focus to drive the desired performance outcomes.