Client Profile
Industry
Telecommunications
Program Type
Sales — Inbound & Outbound
Segments Served
B2C residential subscribers
Service Lines
Cable, Internet & Media Services
Delivery Centers
Multiple nearshore locations
Engagement Scope
4-month ramp to 300+ FTEs
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Media Services
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Telecommunications
One of the largest telecommunications and media companies in the US, renowned for cable and internet services delivered to millions of households nationwide. Committed to high-quality service, the provider continually seeks strategic partnerships to strengthen operational efficiency and sales performance across its subscriber base.
The sales program covered both inbound and outbound flows: converting new prospects, driving cross-sell and upsell across existing accounts, and protecting customer experience on every interaction. Within four months, Sequential Tech outperformed all other nearshore vendors — earning approval to scale to more than 300 FTEs.
The challenges
What was holding the program back
The sales teams handled high daily volumes across inbound and outbound channels — but the existing delivery model was limiting conversion, inflating costs, and holding critical KPIs below target.
Sales underperformance and inconsistent KPIs
Sales targets were not being consistently met across the program. Conversion tracked below the 15% benchmark, and cross-sell and upsell opportunities were routinely left on the table.
The previous setup also struggled to hit critical KPIs reliably from month to month — limiting sustained performance improvement rather than compounding it.
High operational costs and limited geo-flexibility
The existing delivery model didn’t optimize costs effectively, weighing on overall program efficiency and making every incremental sale more expensive than it needed to be.
The provider also required the flexibility to test and leverage different geographic locations for optimal sales performance — something the incumbent structure couldn’t offer.
Sequential Tech’s approach
Three pillars built around the sales metric
Every intervention was designed to move conversion, cross-sell, and cost per sale — not generic service quality in the abstract.
The solutions
How every gap was closed
Every challenge had a targeted fix. Every fix had a measured outcome. Here’s the full picture across all focus areas.
| Focus area | Challenge | Solution deployed | Measured result |
|---|---|---|---|
| Sales conversion | Sales targets were not being consistently met, with conversion tracking below the 15% benchmark. | Dedicated team of 298 FTEs with a KPI-driven strategy built on the client’s own performance goals. | Conversion rate reached 30% — doubling the 15% target. ✓ 2× target |
| Cross-sell / upsell | Revenue per interaction lagged, with cross-sell and upsell opportunities routinely missed. | Needs-based selling framework with coaching focused on bundling and account value. | Achieved a 23% cross-sell/upsell ratio, exceeding the 20% target. ✓ Exceeded target |
| Operational cost | The existing model didn’t optimize costs effectively, impacting overall efficiency. | Geo-optimization plus streamlined processes across the delivery footprint. | Operational costs significantly reduced while output continued to scale. ↓ Cost reduction |
| Call abandonment | Abandonment risked eroding both sales opportunities and customer experience as volumes scaled. | Capacity aligned to demand patterns with real-time intraday management. | Abandonment held at a low 2.8% — well within the target threshold. ✓ Within threshold |
| Customer experience | Aggressive sales goals risked degrading customer satisfaction and loyalty. | CX-led coaching embedded in the sales methodology, measured through CSAT and NPS. | CSAT of 94% and NPS of 52 — loyalty rose alongside conversion. ✓ 94% CSAT · 52 NPS |
| Geo-flexibility & scale | The provider required the flexibility to test and leverage different geographic locations for optimal sales performance. | Multi-geography deployment with continuous performance benchmarking across sites. | Outperformed all other nearshore vendors within 4 months — approved to scale to 300+ FTEs. ✓ 300+ FTE scale |
Real results
Numbers that tell the full story
All core KPIs strengthened across the four-month ramp — demonstrating structural operational improvement, not isolated wins or one-time corrections.
Key insights
What the data tells us
Dedicated teams tied to client KPIs move the metric faster
Building the 298-FTE team’s goals directly on the client’s own KPIs — rather than generic sales targets — accelerated ramp and drove conversion to double the benchmark within four months.
Geo-flexibility is a performance lever, not just a cost lever
Testing multiple geographies didn’t just cut cost — it revealed where conversion performed best, letting the program concentrate volume in the highest-performing locations.
Sales performance and customer experience can rise together
A CSAT of 94% and NPS of 52 alongside a doubled conversion target shows aggressive sales goals don’t have to erode loyalty — when customer experience is coached into the sales methodology itself.
Cross-sell success follows conversation quality
The 23% cross-sell/upsell ratio came from needs-based conversations, not harder pushing. Agents trained to map offers to genuine customer needs exceeded the 20% target while satisfaction climbed.
Cost efficiency compounds when processes are streamlined first
Geo-optimization delivered the headline savings, but streamlined processes made them durable — reducing cost per sale structurally rather than through one-time cuts.
Outperforming the vendor benchmark earns the right to scale
Beating every other nearshore vendor within four months converted directly into growth — approval to scale beyond 300 FTEs. Consistent KPI attainment, not promises, unlocked the expansion.
See measurable results within four months
Sequential Tech combines dedicated KPI-driven teams, geo-optimized nearshore delivery, and CX-led sales coaching to help providers double conversion targets, lift cross-sell ratios, and cut operational costs — without sacrificing customer satisfaction.
