sales_ops · energy · workflow
Top US telecom uses Cresta Agent Assist and Coach to close BPO sales performance gap, achieving 50% higher conversion rate
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Sales gap identified, Cresta engaged
The telecom identified a large sales performance gap and wanted to drive revenue-boosting behavior change and consistent sales messaging.
Tools used
Cresta Agent AssistCresta Coach
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.
What failed first
The legacy tool could not surface BPO partner performance variability or drive the revenue-boosting behavior change and consistent sales messaging the company needed.
Results
Time saved10%
Volume50% higher
Cost replaced4%
Grounding & classification
Source type: vendor customer story
27 fields verified against source quotes.
agent assistconversational aisummarizationchat transcriptfailure mode describedhuman review describedmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedtelecomconversion increasecycle time reductionemployee productivityrevenue increasevendor customer storycall center aiquality assurancesales opsai draft human approvalmonitor detect alert