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Increase in UPC Polska sales results thanks to the implementation of the CallPage widget

UPC - logo

UPC

Internet services

2017

Sales

Problem

Problem

Prior to implementing CallPage, UPC’s sales hotline capacity was greatly limited. Customers who wanted to buy UPC services had to wait a long time to be connected with the seller. Consequently, they often gave up before making a purchase and turned to competitors.

Solution

Solution

The implementation of CallPage widget allowed customers to contact the sales department much faster, sometimes even in less than 28 seconds. This had a direct impact on the increase in commercial results. The improvement of customer satisfaction was an additional bonus.

Key takeaways

Key takeaways

Reduced customer service response time at the sales hotline. Increase in the commercial results of the department. Higher customer satisfaction.

The inability to provide services to all people who turned to UPC themselves was the biggest issue in the sales department. Overloaded helpline made it impossible to generate planned profits. Fortunately, CallPage turned out to be a solution that significantly relieved the sales hotline and increased customer satisfaction.

Paweł Matwiej, Manager at UPC

Paweł Matwiej, Manager at UPC

About UPC

UPC is an international corporation offering telecommunication services. It has been operating in Poland since 2000 and is a provider of Internet, mobile services and television. It serves both individual and business customers. A significant part of UPC’s sales is made via telephone and Internet.

  • Company size: 1000+ employees
  • Industry: Telecommunication
  • Country: Poland
  • Challenge: Improving the capacity of the sales hotline,
  • Increase in the department’s commercial results,
  • Increase in customer satisfaction.

Why did UPC decide to implement CallPage:

Prior to implementing CallPage, UPC’s sales hotline capacity was greatly limited. Customers who wanted to buy UPC services had to wait a long time to be connected with the seller. Consequently, they often gave up before making a purchase and turned to competitors.

Results:

The implementation of CallPage widget allowed customers to contact the sales department much faster, sometimes even in less than 28 seconds. This had a direct impact on the increase in commercial results. The improvement of customer satisfaction was an additional bonus.

Key takeaways:

Reduced customer service response time at the sales hotline.
Increase in the commercial results of the department.
Higher customer satisfaction.

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