In sales-focused contact centers, agent performance has a direct effect on revenue. Improving sales can often be a challenge, however, as traditional quality assurance methods and simple transactional data don’t provide the key insights needed for effective coaching.
In this case study, we look at how Defender Direct, an industry leader in home services sales with four call centers, used speech analytics to profile their top performing agents to create advanced categories and scores, resulting in more meaningful performance feedback and increased sales revenue.
In this case study, you will find:
- Defender Direct’s Speech Analytics Trial
- Speech Analytics Internal Deployment
- Trial Results & Full Roll-Out