The COVID-19 pandemic profoundly impacted businesses worldwide, presenting unprecedented challenges that required adaptability, resilience, and innovation. At Teleperformance, we've embraced the importance of flexibility, leveraging our global expertise to provide tailored solutions that address the specific challenges encountered by businesses. From transitioning to remote operations to implementing digital business services to transform businesses, our teams have been at the forefront, guiding and supporting our clients every step of the way.

Amidst the disruption in 2020, our client, a global food and beverage giant, faced the need to develop a modern sales channel with greater geographic coverage and wanted a more efficient operation with increased sales and reduced costs. Furthermore, the client also aimed to enhance customer loyalty and repurchase.

To address their needs, Teleperformance leveraged digital business services and proprietary tools to adopt a digital telesales B2B model to positively impact business and sales results. A digital sales program was developed for the client to transform their traditional, in-house sales into a digital-first operation.

Making a Big Sales Impact through Digital Transformation

Teleperformance’s transformation solution was driven by proprietary tools and advanced analytics to aid the client’s segmentation process.

400 agents were deployed to promote efficiency and results, connecting customers through automated dialing. Leveraging analytics resulted in the client targeting the right customers with similar buying patterns, thereby improving promotional activity. It also increased the chances of contact and predicted the likelihood of customer churn.

Real-time reporting was also implemented to deliver relevant information on what’s happening on sales floors. The reports provided details on service indicators, conversion rates, placed orders, and drop size.

Lastly, 100% of sales agents were transitioned into working remotely via Teleperformance’s work-at-home model, Cloud Campus.

The Results

• 28% increase in drops
• a 25% reduction in calls
• a 70% accuracy boost in customer churn predictions
• 200 million USD in revenue from September 2020 to August 2023
• a 41% rise in Net Promoter Score®
• an increase in successful order delivering from 95% to 98%
  
  

For our success with this client in Mexico, we are grateful to be the recipient of Frost & Sullivan’s Best Practices Company of the Year Award in the Mexico CX outsourcing services industry.

Teleperformance can help elevate your sales strategies by shifting from a traditional, face-to-face setup to an outsourced, digital-first sales approach. Our award-winning sales model leverages cutting-edge technology and utilizes Teleperformance's advanced tools to boost productivity and efficiency while reducing sales expenses.

Contact us today to learn more about how we can help you adapt to master the future of sales!