Case Study: Revenue Generation
Combination of Upselling and Analytics Yields $50M in Additional Sales
HGS Philippines team ups the upgrades on every call for payment card company
Since 2001, HGS has provided English voice care, retention, and sales for this global financial services client. Our partnership has grown both in size and scope over 20+ years, with a current team of 600+ HGS agents offering 24/7/365 operations from the U.S. and the Philippines. The sales team responsible for this line of business is located in Manila and is made up of 450+ FTE.
The primary focus for our sales agents is to sell more product upgrades, companion cards, and personal loans, categorized as high-revenue-generating offers. Signing up a customer with a platinum card, for example, will generate more revenue than a line of credit increase. Coaches encourage agents to:
The plan was to convert the cost center to a revenue center. To do this, we needed to:
Not only have we generated $50M in annual revenue due to our cross-sell and upsell initiatives, but we’ve also boosted first call resolution (FCR) rates with a robust call mining program. The client has consistently won JD Power awards aided by our skilled teams, leading to 70% and above NPS scores for best-in-class CX.
$50M Annual revenue generated by cross-sell and upsell initiatives (3X over invoice)
86.3% FCR with call mining program, using call speech analytics and an agent scorecard
+70% NPS achieved for best-in-class CX; we’ve also helped client win JD Power awards consistently
18% Cost savings due to 11% reduced callbacks and 24-second decrease in AHT
$2.7M Annual spend by client on rewards and value generation specialists
100% Calls analyzed daily through speech engines to gauge customer sentiments, volume trends, compliance, and productivity