23Increased conversion from call to meeting
- 47
Effectiveness of objection handling
Key indicators
Several analysis directions were implemented simultaneously, as the value of each client in this segment is extremely high:
Conversation quality control: monitoring compliance with regulations and standards, handling objections, responding to client questions, and agreeing on next steps
Identification of potentially problematic conversations: detecting negative and complex situations arising during operator conversations
Monitoring the use of marketing tools in the sales department: handling developer promotions and unique selling propositions (location, lifestyle, infrastructure) of the construction project
Call classification: categorizing calls into target and non-target, as well as identifying calls with a high degree of negativity
The implementation of the DEERAY platform took place in several stages:
Retrospective data analysis: analyzed calls from 20+ operators, identified call groups by types of inquiries and CRM funnel stages, and determined frequently occurring topics
Configuration of the DEERAY platform in accordance with the client's methodology
Development of personalized analytical dashboards (aggregated and for 20+ operators) to monitor compliance with service standards, identify needs, handle objections, and reflect errors based on CRM funnel stages
Call classification tool setup: developed a tool for automatic classification of target and non-target calls, as well as for identifying calls with a high degree of negativity
The implementation of the DEERAY platform allowed improving the efficiency of manager work, as well as optimizing work with marketing tools
Improved manager efficiency: the number of handled objections increased by 47%, and the number of scheduled meetings for real estate consultations grew by 23%
Enhanced compliance with internal processes: managers began to consistently follow regulations and CRM structure, providing the company with up-to-date analytical data
Improved manager training efficiency: analytics helped identify operator errors and determine topics requiring additional training
Optimized use of promotions and USPs: analysis revealed how to effectively use developer promotions and the construction project's USPs in client communications
Call classification tool: enabled rapid identification of target and non-target calls, as well as tracking calls with a high degree of negativity