2023-04-05 Locksmith Report

Period: Feb 01 / 2023 - Apr 01 / 2023

Comparing Yes vs No

Filter: 45sec call

• Soft-skills (how you talk)

  • 9% more sales when Happy voice

  • 15% more sales when Empathy voice (if client sad, agent also sad)

  • 19% more sales if agent not Angry or Assertive

  • 9% more sales if in first 45 sec Agent talks less

  • 13% more sales if energetic in beginning of call\

  • 11% more sales if more patience (think before respond, do not interrupt)

  • 23% more sales if emotion mirroring used

  • 47% more sales if not speaking too slow or too fast

• Hard-skills (what you say)

  • 23% less sales if client talk more about pricing (should not stay on topic too long)

  • 37% less sales if client talk more about discount (should not stay on topic too long)

  • 149% less sales if client talk about “too expensive”

  • 170% less sales if client call back - push for decision, they rarely call back

  • 123% less sales if agent will call back - prevent agents to call back, need to be ready

  • 17% less sales if agent apologizes - mix up something

  • 100% less sales if agent switches to another line

  • 100% more sales if client comes from refferal

  • 22% more sales if client is in emergency, should not loose such oppurtunities, push for sale

  • 26% more sales if using Positive Words (https://app.pitchpatterns.com/settings/topic_editor/186)

  • 50% less sales using Negative words that create doubt (https://app.pitchpatterns.com/settings/topic_editor/162)

  • 67% less sales when agent says “do not cover area”

  • 22% less sales when client complains “too slow service”

• Issues

  • Still very large amount Car Locksmith calls: 1030

  • Safe Locksmith calls: 20

  • Very large amount bad quality calls - 1482 - Maybe you can offer to call to Whatsapp? Internet phones with better quality

  • Some calls ask for paper receipts, maybe you could incorporate something like that: https://app.pitchpatterns.com/conversation/8d83e480-207c-4661-8075-b32586ef5375

• ⚠️ Complaints - Check if these were handled correctly

  • https://app.pitchpatterns.com/conversation/d97f85cf-3939-4334-b042-9090aaea5574

  • https://app.pitchpatterns.com/conversation/82e196d1-8571-46c8-be8d-e6f63b753c6c

  • https://app.pitchpatterns.com/conversation/d35c9ad9-aa81-491a-b695-b587a97a5f68

  • https://app.pitchpatterns.com/conversation/14115375-8cb2-45a5-a41b-f7cd1c4ff268

Data: http://share.yellowrobot.xyz/quick/2023-4-5-653297BB-0F01-4FA5-9000-45CA75EC6979.xlsx

Explanations:

• Converted clients who then call for cancellations still count as yes, because agent closed them successfully, but later they found keys etc (for example https://app.pitchpatterns.com/conversation/486f4c1a-f579-4e0a-91c0-0c9223cd51bf)

Top performers vs Low performers

Filter: 45sec call Top performers Misha, Anton, Andrei, Michelle have 61-67% success rate for 45sec+ calls.

Top performers:

• Top performers use empathy (sad client voice, adapt to agent voice)

• Misha and Michelle aggressive style that works, maybe you can replicate it somehow

• Talk less in first 45sec

• Low talking ratio of 39-48%

• Make client laugh at least 1 time in call

• Have good patience

• Talks 2x less about cancellation themselves

• Use 2x less “Negative words” that prime client to cancel or too expensive deal

• Clients in their calls talk 2x less about “too expensive”

• Clients in their calls talk 2x less about “call back”

Low performers:

• Even though Kate trying to be very positive in emotions do not succeed in sales as well as others

• Agent 2x more likely to say that will “call back”

• Agent makes client wait / on hold

• Give advice, but seems not very well

Discounts

Very big difference how top performers give discount to low performers! Need to teach them how to use such an important tool as “discount”!

Tom:

• Not willingly, negative emotions, not as great opportunity for client!

• https://app.pitchpatterns.com/conversation/917b0da0-fea6-4ace-9ea7-6d1f7b700851

• 

Kate:

• Primes customer that service is “expensive” (Negative words)

• https://app.pitchpatterns.com/conversation/c9975657-7615-4f6e-8c9f-71233aaa9e4c

• 

Versus Misha:

• Client tries to get rid of deal “call back”, agent wins it back with discount!

• https://app.pitchpatterns.com/conversation/350a6785-3abd-499d-84e6-4e058cf84ff2

• 

• Anton

• Finds budget first before offering discount! https://app.pitchpatterns.com/conversation/84cb5e1c-f400-46f9-b96d-5bde3be94fbe

• 

Some calls were agents apologize and do not understand situation well, loosing deals:

• Johanna:

  • https://app.pitchpatterns.com/conversation/b1aa3b63-935d-491d-bd76-03a181939d43

  • https://app.pitchpatterns.com/conversation/3f1dcfee-6908-49cd-b685-660a3b918cfe

• Anton

  • https://app.pitchpatterns.com/conversation/cbddc02a-06bd-4e1a-b6ef-1f4c58662ec2

Next steps

1. We are currently working with insurance company to pre-fill inbound calls in order forms after call, we could add AI agent that check post code and service type before getting to agent, would that be interesting?

2. We could enable “Leaderboards” system for your agents and give bonus if they learn from system using specific tasks, for example agent gets 10 points for “finding call with rejection on price in other colleague calls and making advice comment” - they also compete with each other - this would greatly reduce work amount for Roberts and improve results! Screenshot how it looks like:

Extra useful stats