CAR DEALER NETWORK CONTACT CENTER

Recognition of employee speech conversations, semantic analysis of recorded dialogs, increasing the efficiency of the contact center

Case description

The car dealer network faced the challenge of coordinating the work of the sales department. Managers did not have time to monitor and control the quality of work of remote agents, identify their weaknesses, and train their employees. Selective testing showed unsatisfactory results in the areas of customer focus and the level of handling objections.

Solution possibilities

The management of the company and the management of the sales department decided to implement a speech analytics system in the work of the contact center and analyze the typical mistakes of their employees. The company management contacted Fonemica for an initial consultation, price agreement, and work goals.

Products and services offered

SPEECH RECOGNITION - to recognize employee conversations;
SPEECH ANALYTICS - for analyzing recorded dialogues;
Consulting from Fonemica specialists - to connect products and receive recommendations for improving the processes of the customer's contact center.

Implementation goals

For department management:

For contact center employees:

Implementation results and performance growth

Work with objections

28%

Sign up for a test drive

14%

Positive reviews

19%

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