EE Accessories & Insurance
Engaging People, For Engaging Brands
The Optimised Solution Trial teams saw a massive 138% uplift by the end of month two
We were approached to support the cross-sell of accessory and insurance products for EE. They realised they were under indexing on their attachment rate to their mobile handset upgrades in their contact centres compared to their retail stores.
They asked our team to see if we could help understand the problem and support a turnaround in performance.
We ran a trial to see if the teams we worked with could outperform a control group, allowing our work to be quantified. Both control groups and trial teams worked with the same call queue, pricing, offers and commission structure. Any difference in performance could therefore only be attributed to our support.
The Optimised Solution Trial teams saw a massive 138% uplift by the end of month two compared to a 22% uplift in the control teams.
EE were so impressed with out results they have now rolled our focused support team out to the wider business.
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