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maria_ogneva
Community Manager
Community Manager

The first Invoca for  Invoca for Contact Center user group happened in late April 2022. In attendance were: Windstream, Moneysolver, and Spectrum Retirement.

Attendees:

Mark Roblez, Director of Call Center Operations, MoneySolver

Lee Mathis: Team Leader, Windstream

Lulu Vargas: Bilingual Coach Monitor for Residential Inside Sales, Windstream 

James Wallace: Quality Assurance Coach Monitor, Windstream

Christina Pffaff: Data Analyst for Marketing and Sales, Spectrum Retirement

 

Getting started with Invoca for Contact Center:

Moneysolver:

  • Marketing has been using Invoca previously. 
  • Has been using Invoca for Contact Center for several months and have been able to increase the percentage of calls that they move over to salespeople. In a qualifier and a closer model, Mark’s team are the qualifiers and were originally qualifying and turning over to Sales 12% on specific types of inbound calls, and that increased to almost 30% with Invoca.
  • Mark manages the team that qualifies the calls for the closers. so a successful call is rated relative to how correctly the series of 10 questions was asked:
    • If reps don’t ask questions the right way, and unless the rep takes control, they can lose track of where they're at and start missing questions. 
    • Scoring 100 means that every question was asked and in the right way.
  • When they rolled Invoca for Contact Center  out to the floor, they focused on recognizing agents who got the most one 100 scores for the first 6-8 weeks.  After fine-tuning their model, they started giving feedback on calls. Now they are at a point where they send out a listing of every call that was scored. 

Mark Roblez: “One of the things we ask is about any unfiled or tax years where the people didn't file. The word unfiled U-N-F-I-L-E-D is a real word, but when you ask that question, Invoca almost never gets it. I also realized after listening to a lot of calls, that it wasn't just Invoca missing it, that a lot of the clients we called would ask our rep to repeat the question, because they weren't always understanding it. So we decided to change the question to “Are there any years that you didn't file your taxes?” Not only did it help Invoca, but more to the point, it helped us get better calls and people weren't asking us to repeat.”

Windstream:

  • Prior to Invoca for Contact Center, they could have anywhere between 85 to 120 agents and only 3 QA monitors, and thus could only get about 1% or 2% of those calls listened to.
    •  With Invoca, they can listen to 100% of those calls. 
    • Are also able to identify trends and allows to see what the best agents are doing and how to spread those best practices to others
  • Use scorecards in optimization. They are in a scripted environment in the call center, and similar to Moneysolver, they were getting low scores in the beginning due to large phrases. 
    • Started reducing phrases and creating more concise keywords, started adding those signals. Now can see all the calls that are coming through IVR. 

James Walllace: “I love anything technology, anything with automation, anything I can use to make my life easier, and get more data than I can get with just my hands. So, loving using Invoca as a tool for identifying coaching opportunities, helping teach some of our newer supervisors how to use Invoca to identify coachable opportunities for our agents”

Spectrum Retirement:

Has been using Invoca for Marketing for years, and were able to successfully adjust their customer experience strategy during COVID. Were one of the first to implement Invoca for Contact Center, were a beta customer. Unlike Moneysolver and Windstream, they operate not in a call center setting, which presents a challenge to scoring because they aren’t following a script, and thus have low-scoring scorecards.

 

Managing call feedback:

Moneysolver:

  • The average score has increased from 60s-70s to 90s by using Invoca. 
    • There is a flag for all scores below 80%, which they review, to make sure that there wasn't something unusual going on.
  • Use transcripts and commenting to message supervisors so they can see examples of good and bad calls. 
    • Improved the relationship between the agent and the coach, because now an impartial 3rd party is doing the scoring, vs. a human. “Using Invoca sort of takes a lot of that out of the mix and allows you to get straight to, okay, here's the opportunity, or here's where you did really well. To me, it streamlines the coaching process. Gets right to the heart and allows people to get better very fast. And everybody behaves differently when they know they're being watched. People know that all the calls are being recorded, listened to, and scored.” - Mark Roblez 

Windstream:

  • Invoca has helped managers embrace the coaching process. Supervisors have been reaching out to research an agent and their conversations if they get complaints. Uses that information to coach and bring up her average scores. 
    • More supervisors have joined in, appreciate the visibility and realtime reports. 

 

Using Signals:

Winstream:

  • Top agents using the established process convert the calls at roughly about 35%. By putting that process into Invoca and ensuring that they're using that process, agents will continue to convert at 35%
  • Look  at the top salesperson. That person that's setting up the most appointments, and mirror that style, and then try to duplicate it over the rest of your workforce.

Spectrum Retirement:

  • Dealing with getting people to move people into senior living facilities. So they listen for the following:
    • Are they greeting them properly? 
    • Are they getting them in there for tours? 
  • Setting up Signals has been an interactive process. Use a lot of keyword phrasing, keyword spotting based on things they see come up consistently.
    • Have done several runs at Signal Discovery to try to find more AI based signals. 
    • Currently the process of fine-tuning sales signals is based on their most recent signal discovery run, because they found some categories that they had never identified in Phrase Spotting. 
      • Have used a combination of both those keywords and the AI based rules, and iterated from there
  • First time they ran Signal Discovery was with all calls in  2020 - not just sales. Identified patterns of what people were calling about re: concerns for the virus and what Spectrum was doing to keep communities safe. 
    • When the vaccine came out, they saw that pop up in a big way as a Signal. Helped them understand what callers were asking about, what areas agents were talking about, and how. 
    • Not something they expected to get out of Invoca when they had originally signed up.
  • In the most recent Signal Discovery run, found good clusters around different levels of care because they offer Independent, Assisted, and Memory Care. 
    • Found clusters of employment calls, which is helpful to address attrition in the frontline positions. identifying when people are calling, where they are calling from, and what kinds of positions they are calling about helped inform thir with the recruitment efforts.
  • Working on identifying the calls that even need to be on the sales scorecard to begin with. Lots of noise to parse out, for example, when residents call Invoca numbers instead of their specified numbers. Signal discovery is really helping this time around with fine tuning those sales signals even more.

Moneysolver:

  • Similar issue with stray calls; even though they have a way of directing calls, people aren’t always going to follow, and so those calls have to be filtered. When someone calls their call center - or when they call them, they frequently do not call again through the same number. If they call us again, it's generally just to get transferred to the person they were speaking with before.
    • Came up with a Signal that revolves around redials, so they only score the first call that comes through. The second call that comes through is not scored; this helps filter out very low-scoring calls, because they are passed over to a salesperson and proper discussion already happened:

 

Dashboards:

Windstream

Use dashboards for both, the brand group and for supervisors in the field that they support. 

Moneysolver

Use dashboards mainly for supervisors and for a QA. For the reps, they send weekly summary reports via email.

Spectrum Retirement: 

  • Gave access to Invoca to Sales Directors and Executive Directors, so that they could analyze the dashboards and listen to their calls. However, they just wanted highlights and interpretation of successful calls and calls that could be improved. 
  • Retained dashboards  just for corporate and regional oversight.

 

What’s next and lessons learned:

Moneysolver:

  • Created a Signal for the most common objections, to  focus on hearing how reps are handling those objections. 
    • In those calls, they can hear the objection and how the rep handles it. Another part of it is whether the rep even got to that point.

Windstream

  • What’s next: looking beyond Invoca for Contact Center, broadening their reach, which is retention. When they have acquired the customer, how can they use Invoca to retain them as a customer? Very close to launching this in their retention department.

 

Spectrum Retirement:

  • Implementing a new CRM that allows the sales teams to make the outbound calls. Working on getting those calls pulled into  Invoca so that they can go through the same Signal and transcription process that they have with all of the inbound calls.

Watch the full video below: