In January 2023, we partnered with Vodafone UK and implemented the Sales Through Service (STS) project. We empowered our team to address customer needs while promoting sales growth. Our front liners delivered exceptional service and converted successful prospects into satisfied customers. We resolved customer queries with additional benefits such as improved customer experience, revenue generation for the business, and personal empowerment for the agents. Our implemented strategies met our Average Handling Time (AHT) targets throughout the customer interaction process and positively impacted the First Contact Resolution (FCR).

After building a robust STS module, we collaborated with the Learning and Development team to incorporate STS materials into the induction process for new hires. We formed an STS Squad from the Operations, Sales Excellence, Quality, and Compliance teams to review our performance and continuous improvements. The STS Bonus Scheme required significant effort and involvement from various stakeholders, and we successfully rolled out the new bonus structure for PrePay advisors, which positively impacted attrition rates and contributed to increased compliance within the organisation.