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Improving Sales Agent Performance with CallMiner Interaction Analytics
技术
- 分析与建模 - 大数据分析
- 分析与建模 - 实时分析
适用功能
- 销售与市场营销
用例
- 质量预测分析
服务
- 数据科学服务
挑战
DEFENDERS, a leader in home services sales, was facing a challenge in improving sales performance as traditional quality assurance methods and simple transactional data were not providing the key insights needed for effective coaching. The company wanted to monitor more calls, identify and benchmark top agent performances, improve sales performance, raise customer satisfaction levels, improve “Voice of the Customer” insights, and increase agent quality scores. The company initially deployed CallMiner speech analytics in its sales center using a pilot program. The sample group consisted of 15 agents with various levels of experience. During the trial period, these agents received weekly reporting and feedback based on speech analytics insights, with the goal of increasing sales of a specialized product line.
关于客户
DEFENDERS is headquartered in Indianapolis, Indiana and is an industry leader in home services sales. The company is the top dealer of ADT security systems and a leader in HVAC services in select cities around the United States. DEFENDERS has 4 call centers: 3 inbound sales centers and 1 operations center which covers customer service, collections, and field support. The company employs more than 2,000 individuals in 48 states with over 120 branch offices nationwide. DEFENDERS also offers Tyco Security Products and has expanded its residential services offerings to include Williams Comfort Air, a Central Indiana heating, cooling and plumbing company offering Carrier products.
解决方案
To improve sales performance, DEFENDERS deployed CallMiner speech analytics in its sales center using a pilot program. The analytics team listened to the calls of the top sales agents across the entire company and tracked the specific sales language the agents used, how the product was being positioned, and when in the call the sale was pitched. The analysts built categories in CallMiner’s speech analytics system that tracked for those phrases and behaviors. The categories were then applied across all sales calls and compared with close rates. The categories became the building blocks for providing performance feedback to the 15 agent trial group. Over a 6 week period, the group received weekly reports and coaching based on how they were being graded in the speech analytics system. Based on the success of the trial group, Defender rolled out the speech analytics program across all of its sales centers.
运营影响
数量效益
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