In the first month of our chat sales program, we grossed $2 million in sales. As we ramped, that number grew to over $9 million in monthly sales.
Continuous improvement led to sustained CSAT performance over 85% and increased margin per chat by up to 25%, a boost to both the client’s efficiency and revenue. Since the program launched, TELUS International has generated over $1.26 billion in revenue for the client.
This case study reveals:
- How we trained tenured agents to maximize chat sales
- Techniques and strategies for sustaining 85% CSAT
- The tactics we implemented to reach and maintain agent engagement levels over 85%
- How we achieved 1,000% account growth, handling 100% of the client’s chat volume