How three leading companies rely on customized strategies
to drive dependable sales performance & outcomes
Cresta analyzed over 6M conversations to determine how often contact center agents are following real-time prompts from Cresta to perform certain behaviors. We then calculated the KPI impact of following these behaviors at the right time. Read on to learn about how this impacted three leading businesses.
For more details on Cresta’s three-step approach to transforming contact center operations, download our new ebook:
How Customized Strategies Drive Dependable Sales Performance & Outcomes
Bonus content: You’ll also hear how a leading travel & hospitality company changed outcomes in their contact center.
The company discovered that agents who follow prompts to ‘assume the sale’ have average conversion rates nearly 5% higher than those who do not follow the behavior.
US telco giant drives higher sales & conversion rates
When agents DON’T follow upsell prompts, average accessory revenue per chat is $3.69
When agents DON’T follow hints to
cross-sell, sales convert only 0.5% of the time
When agents DO follow cross-sell hints, sales convert 3.3% of the time
When agents DO follow upsell prompts, average accessory revenue increases over 2.5x
Fortune 500 insurance company capitalizes on missed income due to unsold plan premiums
Through Cresta’s insights, this company discovered that agents who follow upsell hints and ask key discovery questions sold significantly more than agents that didn’t.
* Annualized new business premium
This represents the ANBP* in conversations when key discovery questions ARE NOT asked
ANBP* is 80-200% higher in conversations when key discovery questions ARE asked
This represents 5-20x more
in upsold plan premiums.
A top five bank in the US wanted to increase promises-to-pay (PTP) in highly delinquent collection claims
With Cresta, this bank discovered that oftentimes many agents were not adhering to previously established best practices for negotiations and collections.
They also discovered that their default behavior of assuming a PTP was far less effective than negotiating payment with a more nuanced approach.
This represents the rate at which agents achieved a ‘promise to pay’ when assuming the cardholder could pay the full amount due.
Agents who followed a
‘negotiate payment’ hint by asking “how close can you come?” achieved promises to pay 30% more frequently