Identify Business Insights in Telecom Operator Service Hotline
A global telecommunication operator adopts Fano Labs' speech analytics to uncover business insights, monitor telesales service quality, and improve operational efficiency.
Background
Contact center plays more important role as revenue generation center. Enterprise is finding ways to increase the revenue through tele-sales. The tele-sales turnover rate is high and many of them are not well trained before starting to serve customers. Hence, they will miss lots of sales opportunities. The current quality assurance only focuses on customer service, and does not cover sales related matters.
How We Helped
With the right tool, your contact centre can the forefront of your customer and the market. Fano Lab's speech analytics system Callinter analyses 100% of your customer interactions and automatically identifies potential up-sell and cross-sell opportunities, which can then be passed to tele-sales and follow up. As different customers exhibit different preferences, a proactive follow-up sales call that tailors to meet the customers’ needs is proven to be much more effective than cold calls.
Through a scorecard system, Callinter can also identify the outstanding performers and their best practices in selling, for instance, which products, services or offers are more popular. Enterprises can further fine-tune their sales strategies and training based on these business insights.
Business Impact
In general, the sales successful rate can be increased from 30%-200%. For this particular telecom company, we have successfully
- increased the retention rate by identifying 1000 potential churn customer per month;
- reduced average call duration by 11.6%;
- reduced recurring calls by 32%
The enterprise can further fine-tune their sales strategies and training based on our speech analytics.
