Customer Service Analysis Example

Inbound 1st call - comparison by agents

Highest Yes%: Andrei & Misha 62% (up from 54-51%)

❗️ Big change Yes%: Johanna 59% (up from 42%)

Lowest Yes%: Tom, Lisa 47%

Highest Avg. Sales amount: Lisa (last time Johanna)

Table shows relation differences in metrics VS KPIs (Yes % and Avg Sales amount). Topics metric measures how many times in conversation agent mentioned words in specific topic group.

What top sales people do:

Offer discounts (consistently if you allow agents to give discount they close more and do not bring significantly down avg sales amount!)
Andrei, Johanna, Argintas more positive than low performers, except of course Misha who has his own unique style. He also makes clients laugh the most
Top performers more emphatic, especially big change in Johanna - much more emphatic than before

What lowest performing people do:

All Lowest performers Michele, Lisa, Tom talks longer about “Pricing”, others give pricing in smaller chunks
All Lowest performers Michele, Lisa, Tom (Tom has different types of calls) are talking too much about “Pricing” themselves compared to top performers
All low performers get lost deals if they say that they will “call back” (not client, but Agent himself)
Lisa highest avg sale,. but lowest conversion rate (but also she has very low volume of calls)
Very concerning points about Lisa : she has very high topic rate for “Positive words”, but low conversion rate (⚠️ by analyzing calls separately lots Lisa “no” calls by content seem to be “yes”, maybe some bug in accounting system? look at Questions for Roberts below)

Other important findings:

Very high percentage of calls with “bad quality”, especially 85% of Johanna calls - need to do something about it!
Very high percentage of calls with car locksmith 15%
Lisa phone number gets calls about Mr. Drinks website

Comparing Yes and No calls

Yes calls:

Agent is more energetic, good listening, good patience, positive emotions
Agent calls back rather puts client on hold for long time
Agent asks a lot more questions
Agent does not mix up something and no need to apologize
Lots of deals lost, because nobody available at the time clients are calling

Patterns we track:

“first call”, “no”
“no”, “too expensive”, no “questions”
“no”, “cancellation”, no “questions”
“angry voice”, “no”
“no”, no “discount”
“no”, “apologize”
“no”, “do not know”
“no”, “negative words”
“website down”
“referrals”
“complaints”

Lisa

Not trying to ask for budget, questions, discounts, negative voice, Very long monologue explaining price, other agents explain price shorter

https://dev.pitchpatterns.com/conversation/f20ed2ba-fe1a-4d33-8c2e-b2d208b68207

https://dev.pitchpatterns.com/conversation/408d9142-6180-4ab6-8392-64dd339431b6

https://dev.pitchpatterns.com/conversation/a6b18ff2-143a-465a-a772-0b836e87e99a

Michele

Too expensive, no questions, no offer

https://dev.pitchpatterns.com/conversation/23d3ba4f-ecd5-4006-b72e-18fed46e30db

Too expensive, no questions, no offer

https://dev.pitchpatterns.com/conversation/fe59cd01-5998-4f14-8145-2cbef9108387

Cancel, no questions asked

https://dev.pitchpatterns.com/conversation/e23a107d-c404-4e22-b241-0351e6839e7f

Dominant tone, no questions, no offer after giving quote

https://dev.pitchpatterns.com/conversation/09f9891f-edab-4251-9f4a-08d346aad0c0

Condescending tone, making client feel like they do not know what they are doing

https://dev.pitchpatterns.com/conversation/23d3ba4f-ecd5-4006-b72e-18fed46e30db

Strange handling of the swearing client at the end https://dev.pitchpatterns.com/conversation/3f789837-ccea-4e48-a48b-2a6090baa01c

No questions, suggesting herself to cancel https://dev.pitchpatterns.com/conversation/9423d0b3-648d-4aad-a5c5-99d0e451a316

Puts client on hold for long time, client even asks where she is https://dev.pitchpatterns.com/conversation/edd36c13-b55a-4656-9c96-b6cc14ddeba3

Explains for long time pricing in fast pace https://dev.pitchpatterns.com/conversation/3d819d60-3a33-4438-82a4-480639b15606

Maybe when clients politely say that they will call back agents should ask what is their budget to see if we could give better offer?

https://dev.pitchpatterns.com/conversation/8cf79ed6-0f49-47c3-95c2-ae978ff48f7a

Johanna

Good attempt to win-back deal after client says it’s too expensive, even did not work, but good strategies

https://dev.pitchpatterns.com/conversation/71b789e7-d206-4f90-9391-cfb14664392c

Cancellation, no questions asked

https://dev.pitchpatterns.com/conversation/99167b4b-a548-4eb2-bc36-33f566f0ac5b

Argintas

Client cancels, not trying to match offer

https://dev.pitchpatterns.com/conversation/d77b2a0e-ff0b-4e32-940b-807d3727f3d1

One of reasons Argintas and Misha get’s better conversion - gives out discounts and know how to hold customers - they could teach their strategies to other agents

https://dev.pitchpatterns.com/conversation/ce742a6e-2863-4ee5-9469-76debdd352aa