VoiceOps Helps Firms Coach Call Center Representatives
VoiceOps, a startup based in San Francisco in the US, said it has developed one of the world’s largest data sets of sales behavior that it is using to help companies train their call center representatives. The company explained that there is a gap between what sales people should be presenting in their calls and what they end up pitching. Ethan Barhydt, VoiceOps co-founder and CEO, said VoiceOps collaborates with businesses to understand what they are trying to sell and how they want to go about it.
The VoiceOps AI-powered system transcribes and analyzes a firm’s sales calls and assesses how often sales people comply with guidelines. The result of the analysis is then shared with the firm for them to address gaps in their salespeople’s behaviors. VoiceOps claimed that their clients, which include the biggest call centers in insurance, real estate and travel, have boosted their conversion rate by between 5% and 20% in the first 60 days of using its system, helping them generate millions of dollars in additional revenue. VoiceOps currently offers its solution to clients in the US and plans to focus on expanding its footprint there.
