Case Study: a national adrenaline sport organization boosts sales conversion and lowers CAC with RDI Corporation

National Adrenaline Sport Organization lowers CAC by 60% with RDI Corporation

The customer, a national adrenaline sport organization, faced challenges in managing growth, specifically needing to increase capacity, improve sales conversion rates, and identify referral sources. They approached vendor RDI Corporation for contact center support, leveraging RDI's speech analytics and business intelligence solutions powered by the CallMiner platform.

RDI Corporation implemented a data-driven solution using speech analytics to identify six key call-handling behaviors linked to sales success. They created a coaching QA scorecard to train agents based on these insights. The results were significant: a 60% reduction in customer acquisition cost, a 5.6% increase in average order value, and a 25% boost in sales conversion rates from 16% to 20%. RDI also successfully identified the client's top referral sources, enabling better marketing strategy decisions.