Sales ops · Production

Top US telecom uses Cresta Agent Assist and Coach to close BPO sales performance gap, achieving 50% higher conversion rate

The problem

The telecom's multiple BPO partners coached and operated in silos with no visibility into performance variability and no controls to enforce consistent sales messaging, leaving leaders unable to explain or close a large sales performance gap that their legacy tool could not address.

First attempt

The legacy tool could not surface BPO partner performance variability or drive the revenue-boosting behavior change and consistent sales messaging the company needed.

Workflow diagram · grounded in source
1
Sales gap identified, Cresta engaged
trigger
“they identified a large sales performance gap. They wanted to drive revenue-boosting behavior change and maintain consistent sales messaging. That wasn't possible with their legacy tool, so they teamed up with Cresta”
2
Pilot deployment of Cresta products
integration
“Cresta Agent Assist and Cresta Coach were deployed to support chat sales for home internet. Though the division has 400 agents in total, Cresta first rolled out 30 agents during a testing period”
3
Real-time agent guidance
ai_action
“Cresta Agent Assist guides agents through processes in real time with hints, suggested responses, smart compose, and more”
4
100% conversation tracking across BPOs
ai_action
“tracking and analyzing 100% of agent-customer conversations across BPO partners, Cresta Coach enables leaders to compare and contrast the partners on multiple chat level indicators”
5
Manager performance review and coaching design
human_review
“managers can review team performance as well as individual adherence to key behaviors. Thanks to tools that empower managers to design custom coaching plans”
6
Targeted coaching rollout to bottom performers
feedback_loop
“Pockets of bottom-performing partner locations were identified, allowing leaders to roll out specific coaching plans to drive improvement”
Reported outcome

Agents adhering to a key behavior achieved a 50% higher conversion rate, the first team saw a 4% increase in revenue per chat, and AHT was reduced by 10% during the pilot — enabling deployment to expand from an initial pilot group to two full sales chat teams.

Reported metrics
Conversion rate (agents adhering to 'assuming the sale' behavior)50% higher
revenue per chat (RPC) increase — first deployed team4%
average handle time (AHT) reduction — pilot10%
Agent-customer conversations tracked100%
Reported stack
Cresta Agent AssistCresta Coach
Source
https://cresta.ai/customers/top-telecom
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Agents adhering to a key behavior achieved a 50% higher conversion rate, the first team saw a 4% increase in revenue per chat, and AHT was reduced by 10% during the pilot — enabling deployment to expand from an initia…

What tools did this team use?

Cresta Agent Assist, Cresta Coach.

What results were reported?

Conversion rate (agents adhering to 'assuming the sale' behavior): 50% higher; revenue per chat (RPC) increase — first deployed team: 4%; average handle time (AHT) reduction — pilot: 10%; Agent-customer conversations tracked: 100% (source-reported, not independently verified).

What failed first in this deployment?

The legacy tool could not surface BPO partner performance variability or drive the revenue-boosting behavior change and consistent sales messaging the company needed.

How is this sales ops AI workflow structured?

Sales gap identified, Cresta engaged → Pilot deployment of Cresta products → Real-time agent guidance → 100% conversation tracking across BPOs → Manager performance review and coaching design → Targeted coaching rollout to bottom performers.

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