CallMiner Case Studies Improving Sales Agent Performance with CallMiner Interaction Analytics

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	Improving Sales Agent Performance with CallMiner Interaction Analytics CallMiner

Improving Sales Agent Performance with CallMiner Interaction Analytics

CallMiner

Technology Category	Analytics & Modeling - Big Data Analytics Analytics & Modeling - Real Time Analytics
Applicable Functions	Sales & Marketing
Use Cases	Predictive Quality Analytics
Services	Data Science Services
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Analytics & Modeling - Real Time Analytics

Applicable Functions

Sales & Marketing

Use Cases

Predictive Quality Analytics

Services

Data Science Services

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	Analyze 100 percent of calls
Impact #2	Created positive agent feedback loop
Impact #3	Significant & sustained improvement in Agent Scores

Impact #1

Analyze 100 percent of calls

Impact #2

Created positive agent feedback loop

Impact #3

Significant & sustained improvement in Agent Scores

Benefit #1	18% Improvement in Net Promoter Score
Benefit #2	5% Increase in Close Rates

Benefit #1

18% Improvement in Net Promoter Score

Benefit #2

5% Increase in Close Rates

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Overview

Improving Sales Agent Performance with CallMiner Interaction Analytics

Operational Impact

Quantitative Benefit