Elevate ROI Through Automatic Call Sorting & Churn Detection

by Emily Nave
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Enterprises are constantly itching for more data. Recently we’ve seen a shift happening in the telecom/unified communications industry where enterprises are now hiring developers and creating in-house solutions for gathering data and managing analytics. And the better the data, the better the results.

“You can have data without information, but you can’t have information without data” – Daniel Keys Moran

The data that drives many of the decisions that you make for your business comes from what your customer’s say. If you want to know what your customers want and need, just listen. Your customers usually tell you everything you need to know and all you need to do is be a good listener.

That hard, costly and timely part is that it can be difficult to listen to hundreds of thousands of hours of customer calls a day. But, the good news is that VoiceBase can do all the heavy listening for you and extract the useful information that you need to know about what your customer’s are saying on the phone, how they are saying it, and what they are about to do next.

HOW TO OPTIMIZE SALES WITH AUTOMATIC CALL SORTING

Sales teams only have so many hours in a day, and businesses want to make sure they use those hours as efficiently and effectively as possible. By automatically scoring all of your leads with a consistent and accurate predictive analytics solution, you can optimize your follow-up and improve sales ROI.

1. Prioritize follow up by matching the hottest leads with your best sales reps to give your team the highest chance at closing.

2. Call the best leads back first, and work your way down from there.

3. Remove all of the non-prospects and telemarketers from the queue to lessen time wasted.

By prioritizing follow-up and removing the non-prospects and telemarketers from your pipeline, your sales team is going to be operating at maximum efficiency. Looking for more on Call Sorting? Download the E-book.

What else can you detect?

  • Spam
  • Voicemail
  • Script Adherence
  • Appointments 

HOW TO ELIMINATE ATTRITION WITH CHURN DETECTION

It is 10x more expensive to gain a new customer than to keep an existing one, so putting time and effort into keeping existing customers is very important. One of the best opportunities to keep existing customers is to reach out to them when they’re unhappy and to provide them with a solution to their problem. But, how does one find out if a customer is unhappy on a phone call? 

At VoiceBase we can scale this process by providing each customer service call with a churn detection score so that businesses can monitor how likely a customer will cancel their account. The beauty of this is that you can be pro-active and create a strategy around managing unhappy customers before they decide to cancel. 

1. Quickly identify customers with high risk of cancellation

2. Preserve revenue by reaching out, extending an offer or discount and understanding what went wrong

3. Reduce customer acquisition costs by making customers loyal and happy

Looking for more on Churn Detection?

Elevate ROI in call center

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