Offer rates reimagined
Customer service reps needed to increase upsell and cross‑sell offer rates during calls. Offer activity was extremely low at program start.
RESULTS
Offer rates climbed from 1% pre‑program to 37.2% upsell and 11.3% cross‑sell by year one, with 95% opt‑in; by year two, upsell reached 57% and cross‑sell 20%.
Industry
Financial services
Problem space
Sales team motivation
Services
Contests and incentives
Rewards
Technology
SalesMaker
Challenge
Customer service reps needed to increase upsell and cross‑sell offer rates during calls. Offer activity was extremely low at program start.
Solution
A Step It Up program rewarded offer activity, with incentives paid in points. Reps opted in over time, increasing participation and consistency.
Results
Offer rates climbed from 1% pre‑program to 37.2% upsell and 11.3% cross‑sell by year one, with 95% opt‑in; by year two, upsell reached 57% and cross‑sell 20%.
