TTEC - Best Use of Technology in Sales

Company: TTEC, Englewood, CO
Entry Submitted By:Novitas Communications
Company Description: TTEC is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Sales

Nomination Title: Innovative Utilization of Speech Analytics Technology

TTEC is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step the customer journey. Leveraging next-gen digital and cognitive technology, the Company’s Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's nearly 58,500 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.

With a customer-driven approach to the use of technology in sales, TTEC leverages speech analytics internally and externally across the purchase cycle to improve performance, optimize productivity, and move prospects down the sales funnel. Speech analytics reveals information that can be leveraged proactively at any point of the sales journey. Speech analytics identifies not only the keywords and emerging topics that are driving successful engagements, but also the cadence of the call or message during the engagement. This lets the associate skillfully maneuver a conversation when a customer mentions competitors, presents an opportunity to be sold, or is satisfied/disappointed with a previous interaction with products or services, for example.

Through use of speech analytics, TTEC has been able to identify best practices of top performers and replicate those behaviors across their respective sales teams. Ensuring key topics are discussed in all conversations through reporting within the speech analytics platform, TTEC clients have realized significant benefits. By introducing these best practices in new hire training and consistently reinforcing top performer behaviors though coaching TTEC programs have seen:

2X efficiency gains in new hire training and productivity
45% lift in average daily conversions for top agents
50% lift in revenue

A logistics company was looking to improve revenue of its embedded base of SMB customers. TTEC analyzed behaviors of top and bottom performers to understand commonalities and identify ideal call duration of top revenue producing calls. Word clouding aggregates frequently used words and phrases. Leaders utilize word clouds for individual agents and compare them to word clouds of the top and bottom performers to coach towards attributes of top agents and away from those of low performers.

The speech analytics platform allowed reporting on frequency agents discussing key topics and identifying at what point in the conversation these topics are introduced. This created an ideal call flow map that are prominently displayed at all agent work stations. These maps serve as a reminder to the topics that need to be included in a successful sales call and the order in which they should take place.

A unique stack ranking system was created utilizing traditional metrics such as number of sales and conversion rates, and also soft skills measured by the speech analytics platform such as call flow adherence. Agents that exhibit the desired behaviors not only have more successful conversations but are financially rewarded through the monthly stack rank contest.

By optimizing call flow with proven best practices and gamifying adherence, associates working with the client are reaching levels of conversion rate and revenue success previously considered unreachable.

25% improvement in call flow adherence
65% increase in monthly sales per agent
Incremental revenue by agent increased 32%