Customer call management
Facilitate monitoring sales script adherence to ensure excellence in customer service and increase sales effectiveness.
Productivity gains of 400% using diagnostic reporting features.
SITUATION
The company needed an accurate and affordable speech technology for a 15-seat call operation that would monitor sales service levels, provide additional training where needed, and elevate the customer sales experience.
CHALLENGES
The real speech technology options which were available in the market were based on inflexible legacy technology that carried hefty and enterprise-level price tags.
CONTRIBUTING FACTORS
Maintain high levels of customer service and easily identify the top sales agents to replicate success across the sales team.
SOLUTION
- We built a custom vocabulary based on their specific core phrases that could very accurately track the phrases across all the Company’s sales-related phone calls.
- Our sales script adherence solution measured positive script adherence, identified phrases the sales agents were trained to use that had positive associations.
- The Company now monitors sales agent script adherence with incredible detail and effectiveness at an extremely competitive price.
ADDITIONAL BENEFITS
- Achieved an average key phrase identification accuracy of 92% – with some phrases achieving greater than 99% accuracy.
- Delivered business insights with near 100% certainty through the cumulative effect of our AI’s accurate speech data.
- This resulted in boosting the RoI for our customers with effective functionality for automated quality assurance monitoring, elevated customer sales experience, and valuable business intelligence.