Boosting Call Center Intelligence with Real-Time Offers and Data-Driven Upsells
Since 2005, this health supplement brand has delivered doctor-formulated products targeting heart health, memory, energy, prostate care, and more. Known for high-quality ingredients and a strong satisfaction guarantee, they reach their mature customer base through direct mail, online channels, and a phone sales model that accounts for 60% of total orders. Their customer service approach needed to be both knowledgeable and compliant—balancing sales performance with patient-like sensitivity.
Key Results
Challenge
The client needed more than just a call center—they needed a partner that could elevate the customer experience without overstepping regulatory boundaries. Their previous vendor provided poor sales performance, limited flexibility, and no meaningful insights. In addition, their agents struggled to answer customer questions without inadvertently offering medical advice.
Solution
Rather than relying on scripts alone, ITM engineered a data-first infrastructure tailored to this client's unique sales environment:
- Live API Integration with Offer Engine: ITM built a direct integration with the client’s internal APIs to deliver live product recommendations and upsell opportunities to agents, based on the caller’s original interest, past purchases, and campaign source.
- Agent Assist Without Medical Risk: We developed internal tools and approved content libraries that gave agents structured, accurate answers to product questions—without making medical claims. This reduced escalations and ensured full compliance.
- Precision Upselling Logic: Using an advanced upsell framework triggered by initial product choice, agents were guided to present the most relevant add-ons, helping maximize order value with minimal friction.
Results
- ✅ 42% increase in upsell conversion rates, driven by dynamic offer matching.
- ✅ 27% boost in average order value, thanks to improved targeting and reduced drop-off during upsell attempts.
- ✅ Compliance-ready responses handled over 90% of product inquiries without escalation.
- ✅ Actionable reporting became a pillar of campaign planning, shifting upsell creative testing from monthly to weekly.
Testimonials
ITM has been incredibly responsive and easy to work with. Their flexibility and clear communication make them feel like a true extension of our team.
Get started with ITM
Discover how ITM can elevate your customer interactions and enhance your brand experience.
Fields marked with * are required.