Major telecoms provider more than doubles sales conversion
The goal
To drive revenue growth while enhancing customer experience in a highly competitive market, without resorting to hard selling or risking brand perception.
The outcome
7.2%
sales conversion rate, more than doubled within 3 months
15%
reduction in cancellation rates in the same period
28%
increase in gross margin after 12 months
61 NPS
improved by 17 points within a year
0%
agent attrition, dropped from 4.4% over 12 months
The challenge
A prominent global leader in telecoms faced high cancellation rates, limited customer insight and the need for a high-performing, engaged sales team.
The solution
Support delivered from Greece to Germany
Industry
Telecoms
Channels
Voice (inbound), chat, WhatsApp, back office
Language
German
Foundever partnered with the client to implement a consultative, needs-based sales strategy blending technical knowledge with personalized recommendations drawn from customer insights.
Customers were segmented by behavior, location, and value and a tailored sales approach was created so that during interactions, agents could offer an additional product, feature or upgrade that aligned with customer needs. For example, a bundled entertainment package could be recommended for a family or a high-speed internet upgrade to a professional who works remotely.
Sales activities are measured against both conversion rates and Net Promoter Score (NPS), prioritizing customer experience alongside commercial results.
A collaborative sales culture was established through a four-tier team structure, daily coaching, continuous training, career development, and close support from team managers and HR, which contributed to exceptional agent engagement and retention.
The approach evolved via real-time performance data analysis and client input. Recorded customer acceptances, thorough after-sales support, and proactive cancellation management further strengthened trust and long-term relationships.
Results
7.2%
sales conversion rate, more than doubled within 3 months
15%
reduction in cancellation rates in the same period
28%
increase in gross margin after 12 months
61 NPS
improved by 17 points within a year
0%
agent attrition, dropped from 4.4% over 12 months
Within three months, sales conversion rate doubled, rising from 3.09% to 7.2% and cancellation rates dropped from 29% to 14%. Within 12 months, gross margin increased from 3.3% to 30.8%, NPS rose from 44 to 61 and agent attrition rates dropped from 4.4% to 0%.
By integrating consultative upselling into seamless customer conversations, supporting agents through robust coaching and career pathways, and embedding ethical sales practices, Foundever® enabled its telecoms client to achieve significant, sustainable gains in sales outcomes, customer loyalty and employee engagement.