The Challenge

Symantec needed a partner to answer incoming sales calls, close sales, and upsell premium products when applicable.

Telvista Solution

Telvista successfully met and often exceeded Symantec’s goals for over 5 years. Our sales agents used a call script, which was refined by Telvista and Symantec over several years of doing business together. This documented process proved to be a quick and effective way to start and close a call.

“They do a great job of driving the revenue,” says Symantec Vice President for North American Sales Allyson Seelinger. “The people on the telephone are well-trained. They understand our objectives and products. The skilled agents embraced the concept and process of upselling. They have driven up the average selling price, resulting in increased revenue for Symantec,” she says.

To enhance sales, Telvista mined CRM data showing that if the customer is buying product A, they are very likely to buy product B. This led to good success rates in our agents attaching product B to the sale, thereby increasing the average selling price of each call.

“They really understand the metrics of keeping abandonment rates down and keeping average answer time low,” Seelinger continues. “From a cost containment standpoint, efficiencies, expertise operationally, understanding of the sale processes, and underlying functions are the bottom line—the call center is a cost-effective way of doing business.”

Telvista’s team answered 90 percent of the calls in less than 45 seconds and achieved an abandonment rate of 5 percent or less, with a sales ratio of 90 percent or higher. This was impressive considering the fact that some calls received in the call center were misrouted customers seeking technical support.

Many times our agents received calls that were extraneous to their role (i.e. not sales related), but they assisted the client anyway because the caller is a valued customer. Those callers were directed to Symantec’s technical support staff in Oregon or to its website where they can find answers to technical questions.

The Bottom Line

Both companies viewed the partnership as a success enabled by preparation and communication. Telvista gave Symantec a high-level quarterly review of how the business was doing in addition to weekly conference calls at the operational level. Telvista believes constant communication leads to a healthy partnership.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699. Or visit us online at www.telvista.com.