Computer protection and security have come a long way since the dawn of the public internet just a few decades ago. This company offers a suite of tools that help users and businesses clean, update, and optimize personal computers.
The brand, which has been in business for over a decade, is guided by a mission to make keeping your PC running at peak performance easy and intuitive.
So, when they found that their team’s own performance in terms of keeping in compliance with service standards was slipping and they were regularly missing conversion targets, they needed to know why. PartnerHero was brought in to help.
When they came to PartnerHero, the business had established best practices for phone calls and disclosures to callers. According to speech and text analytics, their outbound and inbound sales call centers adhered to policy but regularly missed conversion targets.
But when it came to their support team, the same analytics showed low compliance with call scripts. It was unclear what was causing this low performance. Perhaps they didn’t have the training or content they needed, or maybe the technology wasn’t sophisticated enough to catch the nuances in their support conversations.
Either way, leadership didn’t have visibility into disclosure compliance and wanted a manual review done by experts to ensure they knew exactly where their sales and support teams were dropping the ball.
PartnerHero’s Quality team created a custom quality rubric for the company based on their established best practices, and then ran it over a random and statistically valid sample size of phone calls.
After many hours of listening to and grading phone calls, they determined that, fortunately, the low compliance scores were due to a buggy speech analytics tool rather than performance issues on the team.
However, it was clear the frontline sales associates were so focused on closing deals and upselling that their manner with customers came across as pushy and aggressive, which the team theorized may contribute to the low conversation rates.
We recommended soft skills training for the team. While leadership at the company seemed tentative initially, they soon implemented skills training across their whole team, though they perceived it as primarily designed for support agents.
The results were quickly obvious. The sales associates immediately used the new skills to show they cared by empathizing with callers, which proved to be much more effective at conversions and upsells than their previous approach.
The business’ hiring profile for sales was updated to hire more customer-centric individuals, ensuring the long-term success of this new strategy. Sales conversions have continued to increase with this new, more personable approach.
On the support side, leaders could target individuals who needed help sticking to the verbatim script. They piloted a program to implement shadowing: pairing low-compliance team members with associates with high compliance scores.
Managers were confident that every associate, both sales and support, followed disclosure and script guidelines. The team improved together.