31%
Increase in Sales Within 30 Days
$160k
Increase in Annual Revenue
30%
New Hires Achieved Commission Threshold
Overview
With exceptional amenities and service and 330 desirable destinations, this leading cruise line has a reputation for delivering unforgettable experiences. New leadership wanted to optimize their CX technology, so they are always ready to go the extra nautical mile for guests. By partnering with Insite, they redefined the standard for CX excellence and secured their spot as the best cruise line on the Seven Seas.
Challenges
As the trusted non-profit authority for responsible dog owners, our client provides expert guidance on dog breeds, health, and training. To drive new revenue streams, they needed to expand their customer service agents’ responsibilities to include sales—but lacked a structured sales training program and experienced facilitators to effectively upskill their team.
With a largely tenured workforce, leadership understood that agent buy-in would be critical to success. They partnered with Insite to design a custom training solution that would close skill gaps, increase adoption, and deliver measurable ROI.
This is the best this process has ever been. I really appreciate the direction the team has taken to drive improvements and proactively get ahead of needs. The new process is much easier to follow and has made a meaningful difference.
- Scott T. | Head of Customer Care Operations
Solutions
Insite’s experts conducted a comprehensive operational assessment—interviewing stakeholders, analyzing data, mapping processes, benchmarking performance, and observing agents handling top call drivers. Our findings revealed opportunities to strengthen sales skills, leadership coaching, and knowledge management.
- Call Center Training Assessment:
We evaluated the client’s existing training materials and identified the need for value-based, consultative sales training. Insite developed a five-module curriculum focused on relationship-building, communicating product value, and overcoming objections to close the sale.
- Performance Management Toolkit:
To reinforce skill application, Insite delivered a customized Performance Management Toolkit and trained leaders on its seven tools. These resources equipped supervisors to coach effectively, monitor sales behaviors, and track results—ensuring that new skills became part of daily operations.
- Train-the-Trainer Certification & Facilitator Guide:
To sustain long-term success, Insite certified the client’s internal trainers and leaders to facilitate the program in-house. Participants shadowed live sessions, received one-on-one coaching and feedback, and demonstrated mastery before certification. A detailed Facilitator Guide was created to replicate the same training quality delivered by Insite’s experts.
Results
Insite’s Sales Training Program, Performance Management Toolkit, and Train-the-Trainer Certification empowered the client to transform their contact center into a revenue-generating operation. The organization achieved record-breaking performance and measurable improvements in engagement, customer satisfaction, and profitability.
31% increase in agent sales within 30 days — achieved after completing only 20% of the training
$160K annual revenue growth within 60 days of training kickoff, with month-over-month sales up 27%
30% of new hires reached commission threshold within their first 30 days
- Record-breaking daily sales achieved within 60 days—and new benchmarks continue to be set regularly
Conclusion
This engagement showcases how Insite’s Sales Training and Enablement solutions equip contact centers to transform customer interactions into measurable revenue growth. By combining skill-based training, leadership coaching, and scalable in-house enablement, our programs deliver sustained performance improvements long after implementation.
If your team is ready to strengthen sales effectiveness and uncover new revenue potential, schedule a 15-minute discovery call with our experts to explore how Insite can help.
