Case Study: Outbound Call Center Company achieves 8% revenue lift and higher enrollment rates with Voci Technologies

Outbound Call Center Company - Customer Case Study

Outbound Call Center Company, an outbound call center with hundreds of sales agents, faced a critical performance challenge: nearly two-thirds of its 700 agents (445) were below average, and supervisors wanted to improve enrollment rates through targeted training rather than replacing staff. To identify what made top performers successful, the company engaged Voci Technologies and ran a four-month pilot using Voci’s speech exploration solution to transcribe and analyze 100% of calls.

Voci Technologies delivered descriptive, predictive and prescriptive analytics on ~8,278 analyzed transcripts (5.01 million words), showing above-average agents used fewer calls (2.42 vs. 3.22) and fewer words per call (530.56 vs. 645.11), and that Voci’s model could predict non-enrollment from the first call with nearly 80% likelihood. By applying those insights to coaching, scripting and call prioritization, the call center raised average annual enrollments for below-average agents from 18.42 to 19.89 (increasing average annual value per below-average agent from $18,420 to $19,890) and achieved an estimated 8% increase in total annual revenue.