How Cresta and a leading cloud SaaS provider showed you can move offshore while boosting revenue
About
One of the top global SaaS providers, services to over 700 million users worldwide. Their Business and Consumer Sales team strives to provide excellent customer service to customers with questions about new and existing subscriptions, helping them select the storage package and complimentary products that best meet their needs.
Challenges
When rising onshore costs catalyzed an initiative to move offshore, they feared moving offshore to cut costs would lead to diminished sales revenue and poor customer experience, not to mention how long it would take to train up a whole new team. With limited sight into customer conversations, their existing QA program couldn’t ensure adherence to proven sales processes. The company looked to Cresta to provide the Real-Time coaching and agent assistance to help them make the move offshore while driving RPC and CST.
Solution
Cresta partnered with the SaaS company’s leaders to design agent and manager tools that aligned the team, both onshore and offshore, around their 4-step sales process, using the best practices of onshore agents to coach and provide hints and suggestions to new offshore agents.
Within 3 months of using Cresta Agent Assist offshore, the new team was not only up to speed, but they also beat the onshore team’s records in both Revenue Per Chat and CST. Agent Assist provided tools that guided new agents through call flows with Hints and Suggested Responses modeled off the best onshore agents, making it easy to perform like top agents in no time.
Cresta QM gave managers the ability to grade 100% of conversations in hours instead of days so that they could instantly identify which agents needed coaching on what topics. This allowed a small team of managers to get an entire team of new agents up to speed faster than would be possible with traditional manual QA.
Cresta is designed to boost agent performance, so we were delighted to learn that the agent with the highest Cresta Hint engagement was promoted to Q&E specialist role, reaffirming the significant role Cresta plays in career development.
Results
Mantener ventas sólidas en el offshore
Con Cresta, la nueva operación offshore de la empresa superó todas las expectativas. En solo 3 meses, lograron aumentar el RPC en un 35% y mejorar el CST en un 6.5%.
“Los agentes tenían dificultades para alcanzar sus números de CSAT. Desde Cresta, alcanzamos regularmente nuestra meta del 85%.”
Mejorar la eficiencia, ahorrar dinero
Cresta Agent Assist puso al día al equipo offshore en muy poco tiempo mediante sugerencias, flujos de llamada y respuestas sugeridas. De hecho, las altamente inteligentes Suggested Responses y Smart Compose de Cresta son utilizadas tanto por los agentes que les ahorran a cada uno 14.07 horas de tiempo de tecleo al mes.
“Al principio estaba bastante en contra de Cresta, tipo ‘ya escribo lo suficientemente rápido’. Pero después de empezar a usarlo me di cuenta de que sí me hace más rápido y me da nuevas ideas de cómo responder al cliente”
Impulsar la adherencia al proceso de ventas
Con Cresta, los supervisores no solo tuvieron por primera vez la visibilidad para ver qué agentes se adherían a los procesos de ventas, sino que también observaron un aumento de 5x en la adherencia tras 3 meses de las útiles sugerencias y flujos de llamada de Cresta.
“Con uno de nuestros agentes más débiles, no solo hemos visto una mejora drástica en sus puntuaciones de QA, sino que su ARR también ha aumentado significativamente. Cresta sigue impulsando el ARR, ya que estamos por encima del 90% de nuestra meta mensual.”