CASE STUDY | Retail and E-commerce
Fast-tracking Post-call Insights with Interaction Analytics
CLIENT
US-based catalog and online merchandiser
BACKGROUND
The client has expressed their desire to receive insights from validated calls more quickly. Unfortunately, the prevailing process was quite time-consuming, as a lot of resources and time were spent on selecting and validating calls. The manual process takes around 2-3 minutes for the QA team to find a call to validate, which limits their productivity to auditing only 15 calls per hour. This resulted in overtime work and a delay of 24-48 hours in sales validation. Consequently, the conversion rates of sales calls have remained at a low 1%.
STRATEGY
We implemented our solution, INTERACT BY INSPIRO, to address the issues we were facing. With this interaction analytics tool, our QA team was able to monitor all calls effectively. Our solution’s query and search feature allows quick identification of specific calls for audit, resulting in improved efficiency.
Moreover, the tool’s speech-to-text capability lets the QA team search for specific phrases or keywords that contribute to higher sales conversion rates. These valuable insights are then used to coach and upskill agents, facilitating their growth and development.
IMPACT CREATED
40%
improvement in call audit efficiency
Real-time
delivery of sales
validation results
3%
improvement in sales conversion rates
OUTCOME
After implementing INTERACT BY INSPIRO, we immediately noticed remarkable results. Call audit efficiency improved significantly, with 40 calls being audited per hour, accounting for 100% of all calls. The time spent on call validation also reduced to just 30 seconds. This led to an improvement in the QA specialist-to-agent ratio, which now stands at 1:42.
Additionally, sales validation results were delivered in real-time or on the same day, eliminating the need for overtime work. More impressively, our sales conversion rate immediately increased to 4% during the first month of deployment.
