EE Customer Service Leads

82%

The Optimised Solution trial teams saw a massive 82% uplift in transfer rate over 2 months

130%

Our focus teams saw a 130% increase in connection rate

Objectives

Based on the success of our work driving accessory sales, EE asked us if we would help drive some traffic from its existing Mobile Customer Service call queue to its Broadband Telesales Team.

Driving quality traffic to sales teams is a challenge faced by all businesses. Driving free quality traffic is the holy grail. They asked our team to come in and see if we could support the service teams by increasing the presentation rate of other EE products and services as part of a customer service call. It wasn’t just about getting more warm transfers to sales; they needed more calls converted to sales too.

Solution

Again, we ran a trial to see if the teams we worked with could outperform a control group of the team. As always, we wanted to be sure our work could be quantified. Both the control and focus teams have the same dedicated ‘Under The Counter’ offer to present.

Benefits

The Optimised Solution trial teams saw a massive 82% uplift in transfer rate over 2 months compared to 29% in the control group. Even more impressive was our impact on the conversation; our focus teams saw a 130% increase in connection rate compared to only a 15% uplift in the Control Teams.