Case Study
How Impro Helped TELUS Digital Deliver $4.4M for a Fortune 500 Client
Company
TELUS Digital
Industry
BPO
Size
+100,000 employees
Team
Contact Center
TELUS Digital serves as the customer experience (CX) partner for a Fortune 500 retailer, supporting critical customer support operations at scale.
With a clear ambition to elevate performance and deliver stronger outcomes for the retailer, TELUS Digital engaged Impro to help identify execution-level opportunities and enable sustainable improvements across people, process, and results.
Financial Impact
Over a five‑month engagement, Impro helped TELUS Digital generate $4.4M in measurable incremental value for a Fortune 500 retail client, delivering a 25× ROI .
Key results (June–October): Frontline agents delivered up to $1.6M above benchmark in a single month
The Challenge
Despite strong customer demand, performance consistently underperformed benchmark expectations. The gap was driven by execution inefficiencies, not volume:
- Conversion opportunities were not fully captured
- Average Order Value (AOV) was capped
- Best practices were not scaling due to QA and process constraints
Performance benchmarks highlighted execution-level opportunities and clear evidence of scalable growth potential:
- Stronger sales conversion potential with call flow optimization
- Average Order Value (AOV) exhibited headroom for expansion
- Proven best practices reaching natural limits under enterprise QA and process complexity
At enterprise scale, these factors resulted in significant unrealized revenue.
What Impro Did
Performance Strategy & Behavior Enablement
Process Improvement & System Alignment
Performance Strategy & Behavior Enablement
Agents learned to ask the right questions at the right time to uncover customer intent efficiently.
Focus:
Increasing opportunity density early in the interaction
Impact:
- Conversions increased by 51%:
- Incremental revenue shifted:
Coaching focused on objection handling, confident bridging, and issue resolution.
Focus:
Capturing full value during decision moments
Impact:
- AOV increased:
- Incremental revenue sustained at +$1.3M to +$980K through October
Agents built product confidence and cultural understanding to support cross‑sell and upsell moments.
Focus:
Confidence, clarity, and perceived expertise
Impact:
- Conversion and AOV gains sustained across subsequent months
- Revenue performance remained consistently above benchmark
Process Improvement & System Alignment
Coaching gains were supported by system‑level changes.
What we addressed:
- Inefficient interaction sequencing
- Misalignment between best practices and official guidance
What changed:
- Reduced process friction
- Standardized execution at a system level
- Aligned approved guidance with high‑performance behaviors
This enabled coached behaviors to scale safely and consistently.