.png?width=250&height=389&name=Leading%20North%20American%20Technology%20Player%20Improved%20CSAT%20and%20Saved%20Costs%20by%20Reducing%20AHT%20of%20Service%20Calls%20(3).png)
One of our clients was a major US-based integrated direct-to-consumer retailer and product development company dedicated to serving baby boomers' and seniors' lifestyle and healthcare needs. Interested in realizing a higher sales potential, the client asked Bill Gosling to assess their contact center operations to identify the following:
- Performance of the sales force
- Actionable recommendations to improve the sales conversion rate, thereby improving the overall revenue
In this case study, we take a look at the following:
- Identify factors driving sales performance through detailed call listening exercises and data analytics
- Segregate all factors into two categories: agent-related and process-related
- Prioritize the top drivers related to agent and process behavior
- List actionable recommendations based on opportunities identified to improve conversion rate
Download this case study to learn how a US-based integrated direct-to-consumer retailer and product development company found out the high bar opportunities through our recommendations, that directly translated into a potential annual revenue improvement of $1M and an overall increase of 4.25% in the sales conversion rate.