Case Study: Entel Connect Center boosts sales and coaching with McKinsey and Google Cloud

Entel Connect Center boosts inbound sales 40% with McKinsey & Company

Entel Connect Center (ecc), the contact center for Entel in Peru, faced the challenge of unlocking the commercial potential hidden within its 600,000+ monthly customer service calls. With analysts able to review less than 1% of conversations, they partnered with McKinsey & Company and Google Cloud to use AI to transform these service interactions into sales opportunities and improve agent performance.

McKinsey, along with its AI arm QuantumBlack, developed and implemented the Agent2Sales (A2S) AI platform, powered by Google Cloud's Gemini. The solution analyzed calls to identify sales leads and provide data-driven coaching. Within ten weeks, McKinsey's solution drove a 40% increase in inbound sales, doubled the rate of sales conversations initiated by agents, and improved customer satisfaction scores, all while processing every call at a minimal cost.

Entel Connect Center (ecc)