62Identifying needs
- 50%
Handling objections
- 44%
Presentation and USP
- 26%
Making an appointment with a doctor
- 67%
Working with a client's name
- 29%
Conversation summary
Key indicators
We pay special attention to the needs of our clients, and we strive to constantly improve the service in our clinics. Thanks to the implementation of the DEERAY speech analytics platform, the speed and efficiency of improvements in company processes has significantly increased. The platform's capabilities allow specialists in contact center staff training to focus on specific problems in the operators' work, which undoubtedly contributes to the growth of the client base for our company and strengthening its position in the market.
IT Director
A unique personalized operator performance evaluation methodology based on 25 key indicators was developed
Monitoring operators' adherence to scripts and sales stages
Identifying best practices
Over 800,000 minutes of dialogue were analyzed across key lines across several analysis areas:
A unique personalized operator performance evaluation methodology based on 25 key indicators was developed
Determining the workload and activity of operators
Identifying potentially problematic calls: long duration, silence rate, negativity, and other indicators
Identification of deviations from standards by operators
Control of the stages of standard implementation
A unique personalized operator performance evaluation methodology based on 25 key indicators was developed
Evaluation of the quality of work of line operators
Identifying growth points based on the success/failure of conversations
Adjustments to service standards and work with operators were carried out