Case Study: Major Home Improvement Retailer reduces refunds, boosts revenue and cuts call costs with Voci Technologies

Major Home Improvement Retailer - Customer Case Study

Major Home Improvement Retailer launched a new sales initiative to raise close rates but quickly exceeded its acceptable refund rate (target 2.0% vs. 2.6% actual), creating hundreds of thousands in refund costs and millions in potential lost lifetime value. The retailer engaged Voci Technologies and deployed Voci’s V-Spark speech exploration / speech-to-text solution to analyze and monitor 100% of sales calls.

Using Voci Technologies’ V-Spark, analysts transcribed and compared calls to identify language patterns and found agents were omitting a key disclosure — that customers would be charged for estimates. Retraining reduced refund calls from 1,948 to 1,487 (461 fewer, a 23.7% improvement) with an estimated ROI of $1.89M, enabled 2,080 additional annual sales (~$7.9M in extra revenue), and cut inbound calls by 200,000 annually, saving about $400K.