Proactive Dealer Solutions used Voice analytics solutions to analyze every call going in and out of their dealerships to learn more about their customer journey. What they discovered allowed them to take action and improve processes internally to optimize the way customer interactions were handled, which had positive impact on their sales.
Their goals included getting customers to call, and then make an appointment within a dealership so that a representative could move the sale forward. With thousands of calls flowing in and out of dealerships in multiple locations, Proactive Dealer Solutions needed a way to extract data from all their calls, automatically, without the need for manual human transcription or spot-checking. They needed to see trends and anomalies across all the data, in order to gain actionable intelligence.
After leveraging the learnings they gathered with speech analytics, Proactive Dealer Solutions saw a decrease in the amount of calls that were being missed by reps, and an increase in appointment conversions per call.
Overall, they saw a lift in sales of over $100,000 per month! A data-based success.
Speech Analytics can optimize sales by capturing the dense amounts of customer interaction data and providing business analysts a look into what’s happening on calls at a macro level. Results are clear: the content of your calls will determine what’s in your revenue numbers at the end of the month.
VoiceBase is leading the industry in providing call center analytics to the modern enterprise. With a unique blend of NLP, predictive analytics, and machine learning, VoiceBase empowers organizations to analyze the voice of the customer, improve agent QM, and optimize call scoring to extract business intelligence for the entire enterprise.