Centralized Sales Channel to Increase Self Service and Improve Conversion
A major media and telecommunications company centralized a fragmented sales channel—previously supported by multiple call centers—into a Sales Center of Excellence (SCoE), sustaining service levels while handling significantly higher call volumes and accelerating channel migration.
Challenge
Multiple handoffs across vendors and internal centers had produced inconsistent customer experiences and uneven performance. The organization needed to migrate calls to a centralized SCoE, harden facilities and networks, and launch new queues without sacrificing service levels.
Approach
Optia partnered with the client to stabilize operations, accelerate transformation, and build a scalable foundation for long-term performance improvement. Key initiatives included:
- Establishing a weekly operating cadence and dashboards for service, conversion, compliance, and staffing
- Planning and sequencing multi-channel migrations into the SCoE
- Coordinating site, network, and readiness efforts across Facilities, Workforce Management (WFM), and IT
Outcome
The program successfully scaled without sacrifice, growing the SCoE while maintaining strong service levels and exceeding plan. This growth was delivered with consistency and control, ensuring performance, quality, and customer experience were preserved as the operation expanded.
