Optimized performance management, enhanced agent coaching, and deeper business insights allow this auto maintenance start-up to shine as a disruptor.
A mobile car repair and maintenance service operates in 700 cities across 50+ major metro areas in the U.S. With a rising number of inbound support queries, they partnered with one of the U.S.’s largest BPOs to improve end-to-end customer support.
Drive more customer bookings, conversions, and improving the overall customer experience. More specifically, goals included:
While the startup recorded every call, they were only actually able to monitor 1-2% prior to using Observe.AI. That’s because Observe.AI uses its speech-to-text engine to transcribe 100% of a businesses’ calls with the best possible accuracy available.
Once the call is accurately transcribed, quality analysts can monitor business-specific keywords across every call and use machine learning to automatically surface the most meaningful interactions, such as compliance and process gaps or coaching opportunities.
The result is that the dark data that went unleveraged previously is now available to help the whole team stay closer to customers and better understand the “why” behind a need to drive behavior changes on calls.
The startup’s most impactful interactions revolve around three core metrics: successful bookings, identifying zip codes they cannot serve, and determining jobs that cannot be performed to expand the business.
With successful bookings directly leading to revenue, the BPO can understand what interactions lead to positive outcomes, determine how they can adjust scripting, and improve conversion rates for their client.
And by extracting important business insights, most importantly zip codes and jobs that people were requesting that could not yet be served, the start-up's BPO can share that information with their client to develop future offerings or expand to new cities.
The startup knows that providing a great customer experience goes hand-in-hand with driving conversions. So better elevating agent performance with tailored training for individual agents is key to delivering that CX.
Using Observe.AI, the BPO is able to gauge the usage of empathy statements and courtesy words on 100% of voice calls. From there, they can identify agents in need of coaching, and focus on improving baseline numbers, in this case, conversions.
Analyzing every call, optimized performance management, and enhanced agent coaching has driven strong KPI improvements. This includes the following in just 3MO:
The partnership will continue to find new ways to utilize Observe.AI to better monitor and improve critical KPIs, like optimizing agent evaluations, creating new moments to uncover business drivers, and deliver better customer experiences for callers.