Collections + Sales + Customer Support
Since 2008, Support Services Group has partnered with a financial services company in the Philippines to support their contact center operations. What began as a focused collections program has evolved into a comprehensive CX solution that includes sales and customer service. During Q1 2025, the program achieved a 138% increase in sales volume, driven by precise performance management, targeted training, and real-time operational optimization. Offer and conversion rates saw sustained improvement, while customer complaints declined.
This case outlines how a well-executed CX and sales support model can consistently deliver results.
Strategic Sales Expansion
Q1 2024 vs. Q1 2025
In the first quarter of 2025, the sales program achieved a 138% increase in sales volume compared to the same period in 2024. The average monthly sales volume rose significantly from 54M to 447 M.
Key drivers of this performance included:
- Structured upskilling initiative to strengthen probing and pitching techniques.
- A revised sales script optimized for conversion and customer relevance.
- KPI realignment to place greater emphasis on revenue-impacting metrics.
- Weekly calibration sessions involving Operations, QA, and Training for agent coaching and performance monitoring.
- Introduction of performance-enabler programs with both transaction-based and volume-based incentives.
- Regular employee engagement initiatives to maintain morale, retention, and recognition.
Conversion and Offer Rate Improvements
- Conversion rate attainment improved by 274% compared to 2024. Monthly average increase of 4.40% – 5.49%.
- The offer rate (pitch rate) increased by 126%, with monthly averages rising from 3% to 15%.
We supported these results with tighter script adherence, enhanced QA oversight, and integrated offer rates into incentive eligibility criteria. We treated every customer interaction as an opportunity to drive value for the customer and the business.
Customer Service Channel
A 2025 initiative introduced a hybrid care-sales model, allowing agents to handle service requests, such as billing disputes, balance inquiries, and card delivery updates, while identifying and acting on sales opportunities, such as quick cash loan offers.
Agents underwent training to recognize eligibility, tailor messaging to the available offers, and transition smoothly from service to sales. This model led to improved cross-sell rates, enhanced call handling efficiency, and increased first-contact resolution, all without compromising service quality.
Customer Experience Improvements
In addition to revenue growth, the program reduced customer complaints by 36% from Q1 through May 2025, achieved through:
- Root cause analysis of top complaint drivers using a Six Sigma framework.
- Action plans led by QA and Operations leadership.
- Proactive escalation protocols and early issue detection.
- KPI weighting is tied directly to complaint management.
- Recognition programs for agents maintaining complaint-free records.
A Proven CX-Sales Model, Powered by the Philippines
This program demonstrates how a skilled offshore team can deliver meaningful business results through disciplined execution and operational alignment:
- Clear performance accountability.
- Integrated training and QA systems.
- Scalable workforce with consistent service quality.
With over 400 full-time agents supporting complex financial services functions, this team continues to deliver measurable impact. For companies looking to scale revenue and improve customer experience through contact center partnerships, this case offers a proven model — driven by SSG Asia Pacific.
