The ChallengeThe Office Gurus were experiencing decreased conversion rates within a sales operation they were running on behalf of a leading home warranty company. The operation involved identifying qualified leads and persuading them to go to the next stage in the sales process where they would be transferred to the client’s sales department. The team was tasked with identifying the factors affecting the conversion rate and then implementing appropriate strategies to improve the trend.
The SolutionThe Office Gurus used SpeechIQ’s advanced conversation analytics capabilities to understand what was making the difference between calls that did or did not convert to leads being passed on. They identified that the use of specific rebuttal language by agents was a key factor in driving conversions. Having identified this, they then used SpeechIQ to create automated scorecards that were set up to monitor and score the use of rebuttal language, on every call for every agent involved in the campaign. This allowed them to develop a holistic understanding of performance across their whole campaign. With detailed information on how every agent in their operation was dealing with the new requirements, The Office Gurus were easily able to identify where extra support and feedback was required. They were then able to present these agents with clear and quantifiable evidence, in the form of integrated conversation analytics data alongside conversion rates, that the use of rebuttal language improved performance. They found that this evidence was deeply persuasive to their agents, and consequently saw levels of adherence to the new strategy improve.
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