Case Study: The Office Gurus achieves 12.7% conversion rate increase and 63% rise in rebuttal usage with LiveVox SpeechIQ®

How The Office Gurus used SpeechIQ®’s insights to increase the conversion rate for a leading home warranty company

The Office Gurus, a leading BPO operating contact centers in El Salvador, Belize, Jamaica, and the USA, were seeing declining conversion rates in a sales operation for a leading home warranty company. To diagnose and reverse the trend they partnered with LiveVox and deployed LiveVox SpeechIQ® to analyze calls and surface the drivers behind which leads progressed to the client’s sales team.

Using LiveVox SpeechIQ®’s conversation analytics and automated scorecards, The Office Gurus identified that agents’ use of specific rebuttal language strongly correlated with conversions, then implemented scorecard-based monitoring and targeted coaching. As a result, LiveVox-enabled insights drove a 12.7% increase in conversion rate and a 63% increase in agent use of rebuttal language, improving operational efficiency and client satisfaction.

The Office Gurus

Jaimie Bell

Vice President Client Solutions