Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!
Proactive Dealer Solutions used Voice analytics solutions to analyze every call going in and out of their dealerships to learn more about their customer journey. What they discovered allowed them to take action and improve processes internally to optimize the way customer interactions were handled, which had positive impact on their sales.
Their goals included getting customers to call, and then make an appointment within a dealership so that a representative could move the sale forward. With thousands of calls flowing in and out of dealerships in multiple locations, Proactive Dealer Solutions needed a way to extract data from all their calls, automatically, without the need for manual human transcription or spot-checking. They needed to see trends and anomalies across all the data, in order to gain actionable intelligence.
After leveraging the learnings they gathered with speech analytics, Proactive Dealer Solutions saw a decrease in the amount of calls that were being missed by reps, and an increase in appointment conversions per call.
Overall, they saw a lift in sales of over $100,000 per month! A data-based success.
Speech Analytics can optimize sales by capturing the dense amounts of customer interaction data and providing business analysts a look into what's happening on calls at a macro level. Results are clear: the content of your calls will determine what's in your revenue numbers at the end of the month.
No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base.
SPEECH ANALYTICS FOR THE CLOUD
It wasn’t so long ago that businesses were forced to manually score sales and customer service calls to unearth valuable keywords and sentiment data.