Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

Overview

A major US based energy provider wanted to outsource their outbound sales of calls for their gas and electric services. Traditional quality assurance models are time-consuming, expensive, and on average, only assess 6-10 calls per agent per month.

ContactPoint 360 used speech analytics and voice AI to give the energy provider instant visibility and analysis on 100% of customer interactions. On top of this setting up flags for monitoring events helped us deliver amazing results within a span of three months.

 

Challenge

  • 5 Telesales Vendors.
  • Sales rejected at utility.
  • Compliance issues.
  • Sales-per Hour under target.

Solution

  • Went from scoring 2% of calls to 100% of sales calls.
  • Set flags for compliance statements, trial closing questions and opening statements.

Results

%

Increase in Sales Per Hour

%

Reduction in utility rejections

%

Reduction in agent attrition

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