Visualizing Sales Team Performance in Detail
DigitalMara developed a powerful tool to improve supervision of an online sales team.
About the client
Telecommunication company from Canada
Our client is a telecommunication company based in Canada with established online sales model. To evaluate the work of sales agents they use a supervision system.
Challenge
The client’s online sales team struggled with optimizing efficiency. Some of the sales agents would often be overloaded with customer requests, while their teammates were left idle for far too long. Gaps in data prevented supervisors from fixing this problem and made it nearly impossible to accurately assess each agent’s individual performance.
Approach
The client had already excessively explored the problem and presented comprehensive technical specifications. Our development team evaluated all the details and got to work. We have been in constant contact with the client‘s team to make sure everything went smoothly from start to finish.
Developed solution obtains the following key features:
- Chat statistics that allow managers to assess KPIs of each sales agent and customer load distribution throughout the entire team.
- Agent statistics to provide personal performance insights.
- Agent chat supervision enabling managers to identify bottlenecks.
- Agent workload analysis tools.
- Communication tools (chat browsing, tips, and recommendations) help agents handle complicated customer cases.
- Switching a customer to an agent with the most suitable skillset.
- Sales agent logout.
- Customizable metric-based triggers alerting a supervisor when a particular situation occurs.
Results
The client received the following results:
- Supervisors are provided with a comprehensive picture of sales performance, and able to apply it to constantly improve the process.
- All sales agents handle more manageable loads of work, which results in increased productivity.
- Every customer benefits from improved personalized assistance on their way to completing a purchase.
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