Increasing Sales Through Service by £500k in 12 Weeks

  • Increased revenue through sales

  • Improved performance with greater ROI

Interaction analytics can help you to explore the techniques and language that the most successful agents are using – so you can then build those into training for the whole team.

Using interaction analytics to improve sales through service

Overview

Every sales team has its star performers, but not every team knows why. Observing the performance of your customer service team is the first step towards greater long-term productivity and increased sales revenue.

Interaction analytics can help you to explore the techniques and language that the most successful agents are using – so you can then build those into training for the whole team.

The Situation

Like many service teams, our client’s frontline agents were reluctant to become a sales force. Fortunately, the client recognised that this was leading to a succession of missed opportunities and requested Davies’ help in providing the evidence to underpin a culture change for the benefit of the organisation.

Our Approach

Our initial analysis of service team calls for the client, highlighted that, from the high number of sales opportunities generated, only 43% were being converted. We used real-life examples, drawn from the calls, to enhance training content – focusing on overcoming potential objections. We then worked closely with team members, coaching them to recognise opportunities and take them.

Return on Investment

Within 12 weeks from starting the first analysis, revenues from sales through service increased by £500k. Alongside this, performance continued to improve, which in turn will lead to further revenue and business growth.

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari

Director of Insights & Analytics

lee.mostari@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com

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