Boosting chat sales over $1.2 billion for multinational technology company

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

Download the case study: Boosting chat sales over $1.2B

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  • File type: PDF
  • File size: 0.1 MB

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We have boosted our sales while increasing customer satisfaction through Chat services. [TELUS International] Chat Advisors have the skills and experience both to help our clients online and hike our sales at the same time.

Large e-commerce company, France

Did you know?

TELUS International handles over 200 million BPO transactions annually via voice, email, chat, social media and back-office support.