A company operating in the B2B banking sector. Implementing Speech Analytics faced a problem with quality control of the sales department. The bank specializes in issuing loans secured by real estate and strives to be active in the secured lending market.
Such uncertainty in work led to negativity from shareholders and clients. It was necessary to find a way to quickly control calls, analyze their content and improve the effectiveness of managers.
Finding a solution to the problem of call control
To solve the problem, the bank’s managers began looking for a tool that could replace routine listening to calls by employees and automate the quality assessment process. The issue required accurate cleaned numbers list from frist database a comprehensive approach: the system had to not only provide feedback to employees, but also be integrated with the bank’s CRM. However, as the company notes, the bank’s telephony was not connected to requests and clients in the CRM.
The first attempt to implement speech. Implementing Speech Analytics analytics as a process was made two years ago, when the bank turned to a large Russian company . However, the cost of the solution was excessively high and did not guarantee immediate results. After an unsuccessful attempt, the management continued to look for an affordable and technological solution.
Why did you implement SalesAI smart speech analytics?
After a long search, the bank decided to implement SalesAI. The reasons for the choice were several factors:
- Reasonable price and the ability to stop using it if the system does not meet expectations.
- Easy integration with current processes . SalesAI offered the ability to quickly integrate with the bank’s existing telephony system.
- Technical support and team training . SalesAI employees provided consultations and helped the bank understand how to use the system most effectively.
It was also important that the company was ready to promote integration between sales and marketing test different usage scenarios and find the most comfortable result, adapted to the bank’s needs.
Expectations from the implementation of smart speech analytics in the bank
The bank’s management expected. Implementing Speech Analytics that SalesAI would help eliminate routine call listening, provide transparency in assessing the work of managers, and improve the quality of communication with clients . The goal was to obtain clear data on each call in real time. In addition, the system was supposed to become a taiwan lists tool for improving the quality of service and increasing sales .
Management also hoped that integrating SalesAI with CRM would allow them to link calls to specific customers and requests, rather than just assess their content. This would provide a comprehensive approach to analyzing each customer contact.
