Set Top Box Outbound Sales (No Conversion Study)
Project Background
- Every new TV customer, receives an installation slot booking call, Agents book technicians’ appointment and offer to go with the Family HD+ Plan for $84.99/month with free internet
- Identify core reasons for the Agents not being able to close the sale, on their first contact
- Capture the VOC, customers’ response around the Family HD+ Plan offer
- Automate the identified challenges and improvement areas through speech, so the operations team can begin observing the trends, and initiate the coaching plans accordingly
Strategy & Methodology
- Utilize metadata filter, extract calls with No Sale status, captured by the Agents
- Sample Size – 400 Calls
- Direction – Outbound
- Language – English
- LOB – Dish Installation_Booking
- Site – Minneapolis
- Date Range – 01/10/2021 to 02/10/2021
- Duration for Call Analysis – >4 mins
- Interaction Type – Calls/ Audio
- Call Volume (Ent. Level) – 65,458
- ACD at Enterprise Level – 00:04:53
- Avg. NTT at Enterprise Level – 00:00:58
Key Insights
Working with the Agents who did not provide the offer, a minimum 30% conversion is expected to generate $2.2m in revenue annually, and provides an opportunity to gain additional potential growth by $7.3m
Ensuring that Agents provide a rebuttal by even a minimum of 50%, can potentially gain approx. $6.1m
- 89% of Customers, who mentioned they do not want to share their CC details, wanted to pay through direct debit and this option was not provided by the Agents
- 49% of Customers, who requested for some time to think are our potential customers, A follow-up plan must be introduced in order to convert such instances into sales
- 68% Customers confirmed about the speed offered, its 10mbps and customers do not wish to pay extra for such low bandwidth internet
