Reduce friction.
AHT · FCR · escalations · repeat calls
Expand what already works.
Start with proof. Map the account around it. Find the next LOB, region, client program or Sanas product—and the person who can unlock it.
01 · VALUE
One speech layer. Different business outcomes.
Use the workflow to choose the metric and buyer.
Increase trust.
Conversion · transfer rate · talk time
Improve clarity.
RPC · promise-to-pay · disclosure accuracy
Make complexity easier.
Member experience · escalations · multilingual support
02 · EXPANSION MECHANICS
Land → prove → expand → standardize.
Research model from my Sanas preparation; actual pricing and contract mechanics would come from the account team.
Prove AHT / CSAT / FCR.
Expand across teams or geographies.
Standardize across regions or BPO programs.
03 · ICP
Where I would focus first.
Large offshore / nearshore contact-center populations serving North American customers, where communication quality is tied to operating or revenue metrics.
1,000+ agents
BPO or enterprise-owned contact-center operation.
Ops · CX · Vendor Mgmt
Plus site leadership, finance and IT/security when required.
LOB · geo · product
Support → sales · Manila → Bogotá · Accent → Language / Intelligence.
04 · THE WORK
Sequentially, not as disconnected tactics.
This follows the architecture I would use once I had Salesforce, CSM and product-usage access.
1Account map
Implementation · sites · seats · LOBs
2People
Champion · buyer · decision maker · relationships
3Signals
Usage · hiring · tech · exec moves · RFPs
4Plan
QBR · event · roadshow · timing
5Action
Warm path → concise outreach → qualified meeting