Driving sales through customer service is an art — especially when it comes to retaining customers on the verge of cancelling. For one of our insurance clients, we saw clear potential to improve. But there was a gap between ambition and outcome. Here’s what we did, why it worked — and what it delivered.
🔍 The Starting Point: High Potential, Low Momentum
On paper, everything was in place:
A strong brand, experienced agents with high emotional intelligence, and products that truly fit the target audience.
But in practice?
Sales were averaging 14% retention, with big swings from week to week and between individual agents.
What was missing?
A clear framework for feedback, learning and motivation.
And perhaps most importantly — the team lacked a shared sense of purpose.
🎯 What We Did — and Why It Mattered
We shifted from hope to structure. The mission: Make it easy to succeed, every day, for every agent.
Here’s how we did it:
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We focused the team: narrowing it down to the most driven and high-potential agents.
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We introduced a weekly rhythm: sharing KPIs, focus areas and concrete improvement tips — framed to inspire, not control.
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We ramped up feedback: more call listening, real-time coaching, and ongoing dialogue.
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We showcased winning calls: using top-performers’ real interactions as learning material for the rest.
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We built bridges: connecting customer service and sales teams to share learnings and boost collaboration.
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We launched a motivational challenge: individual targets + team-based rewards = engagement that sticks.
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We introduced regular team meetings: with a clear purpose to build culture, direction and shared energy.
And right now? We’re continuing to strengthen the foundations. That includes better scripting around cancellation drivers, more sample calls, and enhanced messaging techniques tailored to customer sentiment.
📈 The Result: +135% in Two Weeks
Two weeks before the initiative: 14% retention.
Two weeks after: 33%.
Since then, it has stabilised around 30% — more than doubling performance in a very short time.
Yes, weekly variation still exists. But the shift was instant and clear:
When the right support meets the right people, results follow.
💡 Why Did It Work?
We believe three key factors made the difference:
1. Hands-On Leadership
Visible, present, and practical. We listened to calls, coached in real time, and adjusted our approach quickly.
2. The Right People in the Right Roles
A focused, motivated team is a powerful force — especially when they’re supported to succeed.
3. Purpose and Clarity
When people understand the goal and how they contribute, performance becomes personal. And that’s when things really start to move.
Ready to Rethink Sales Through Service?
Want to unlock better results — for your customers, your team and your bottom line?
👉 Let’s talk. We’d love to show you how.
