Case Study: Direct-to-Consumer Retailer & Product Development Company achieves 4.25% higher sales conversion with MattsenKumar

Generating Better and Faster Sales Results in less than 90 Days

MattsenKumar worked with a major US-based direct-to-consumer retailer and product development company serving baby boomers and seniors. The customer wanted to better understand the performance of its 40-agent contact center, which handled about 24,000 calls per month, and identify what was limiting sales conversion and revenue growth.

MattsenKumar ran a four-week sales study using call listening, volume analysis, rebuttal analysis, agent behavior analysis, script analysis, and hypothesis testing across 1,000 calls. The vendor found that lack of agent effort, weak probing, and insufficient rebuttals were the main conversion blockers, then recommended coaching and best-practice sharing to improve agent performance. These changes were projected to lift conversion by 4.25% and generate about $1 million in potential annual revenue improvement.