Visualizing Sales Team Performance in Detail
DigitalMara developed a powerful tool to improve supervision of an online sales team.
About the client
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.
Empowering the supervisory team with actionable data was the natural next step in improving sales. The agents communicate with customers through chats, and the solution had to be built around this conversational tool.
We set up comprehensive chat statistics, which allowed supervisors to monitor customer load distribution across sales agents while simultaneously assessing each agent’s particular performance. Furthermore, we enabled supervisors to view chats and analyze workloads in greater detail, going beyond just the number of chats an agent has handled.
To prevent complications that may arise with challenging situations involving customers, we equipped the agents with useful tools like chat history and actionable tips at hand. If an agent is deemed not qualified enough for a particular customer, that customer can be switched over to a colleague better equipped to handle the customer’s needs.
Drawing on specific metrics, we built triggers that alert supervisors when the stats indicate a situation requiring their attention. The alert system is fully configurable, and the client can adjust it in accordance with their immediate needs.
Approach
Before our first interaction, the client had already excessively explored the problem and sketched out possible solutions. The vision was presented to us in the form of comprehensive technical specifications. We simply needed to apply our expertise to develop and implement the tool.
The client found us through a recommendation made by their partner; as such, there was a foundational level of trust already established going in. That said, the requested solution was nonetheless rather complex, and we stayed in constant contact with the client’s team to make sure everything went smoothly from start to finish.
Our collaboration resulted in a powerful supervision tool that, quite literally, took the client’s sales to a completely new level.
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
- 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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