Case Studies

Mathematics And CX – A Not So Unlikely Combination

Overview

Contactpoint360 partnered with a major Edutech company, that is redefining the concept of learning Mathematics, to support their growing demands globally. The company offers an after-school Mathematics enrichment program and is seeking to revolutionize the way Mathematics is experienced by both educators and students, using an adaptive and gamified approach.

Contactpoint360’s 24/7 operations solution helped the Edutech company scale its customer acquisition while providing a superior customer experience.

Challenge

Optimal utilization of leads and generating new business through high quality sales specialists.

Solution

  • Supported with highly skilled sales resources
  • Performed audience analysis and deep dives for segmentation
  • Targeted dialing strategies for productivity gains
  • Used insights from customer behaviour for increased conversion rates

Results

%

Increase in connect rates and subsequently higher conversion rates

%

Same day touchpoint for leads. Strategic staffing and dialing led to a shorter conversion period, and increased CX and brand perception

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To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!

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