Case Study: The Home Depot achieves $10.8M additional revenue, 31.8% higher close rate and 27% lower AHT with NICE Systems

Boosting Sales Effectiveness, Customer SatisFaction And Operational Efficiency

The Home Depot, the world’s largest home improvement retailer with more than 2,200 stores and over 300,000 employees, operates four ecommerce contact centers with 900+ agents handling up to 6.5 million voice interactions a year. Its Ecommerce Quality Assurance team needed deeper, actionable insight into customer interactions to improve sales conversion, average order value and revenue per contact, raise customer satisfaction, tighten business processes, and reduce average handle time.

The company deployed NICE Interaction Recording, Analytics, Customer Feedback and Quality Management to record and categorize interactions, revise evaluation forms to focus on sales effectiveness, deliver targeted coaching, and run AHT command centers and reporting. The changes drove a 31.8% lift in close rate, 12.1% higher AOV and 40.4% higher revenue per contact—yielding $10.8M in additional revenue in four months—while NPS rose about 15%, resolution satisfaction +3.9%, agent soft skills +26%, and AHT fell 27% (saving ~$106,000).

The Home Depot

Deborah S

Quality Supervisor